Quality Assurance Specialist- NSLL

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

General Function:

This position provides feedback for clinical telephonic, chat, and text contacts at a large crisis center by conducting regularly scheduled reviews of client contacts in accordance with agency and program policies as well as state and federal rules and regulations for behavioral health crisis services. The quality assurance specialist supports the operations and training teams to improve the experience of individuals utilizing regional and statewide crisis lines for emotional support and must thrive in a fast-paced environment, demonstrate flexibility, and is passionate about helping vulnerable populations through improving customer service.

Principal Activities:

• Works with the Behavioral Health management team to ensure protocols and practices are conducted according to contractual guidelines and best practices
• Evaluate inbound and outbound call recordings to assess counselors customer service skills and compliance with program and contractual requirements to provide weekly feedback to individual staff as well as generalized feedback to overall program service delivery
• Live-monitor and score calls for compliance and overall quality
• Review clinical documentation for appropriateness, congruency, and accuracy
• Conduct reviews of Electronic Health Record coding to increase precision
• Identify training needs and collaborate with the training team
• Assist the training team to create and implement staff coaching plans
• Ensure adherence to risk assessment standards
• Create monthly/quarterly trend reports
• Assist in preparation for and participate in successful contract audits
• Work closely with program managers and coordinators to improve customer service
• Participate on the complaint and grievances review panel
• Other duties and projects as assigned

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Qualifications:

• Bachelors Degree in Behavioral Social Science, Human Services or related field required
• Registration as an Agency Affiliated counselor in Washington State is mandatory
• 1-3 years quality assurance experience with experience call monitoring in a call center preferred
• Excellent verbal and written communication skills
• Ability to improve customer service with a trauma informed approach
• Solid ability to multi-task, apply critical thinking skills and seek out information until a solution is implemented
• Flexible and strong attention to detail
• Strong active listening skills
• Team player, with the ability to provide full transparency through open communication
• Highly organized and self-directed; ability to prioritize initiatives to meet deadlines
• Experience working in an educational/teaching setting is a plus

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of ones identity. All of our employees points of view are key to our success, and inclusion is everyone's responsibility.