Quality Assurance Specialist - Goodwill Industries Of So
Las Vegas, NV 89119
About the Job
ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.
Diversity, Equity, and Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.
Safety Expectations
At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.
POSITION EXPECTATIONS
Position Expectations
The Quality Assurance Specialist will work with the Quality Assurance Manager to ensure all program and service compliance standards are being met for each applicable program. The Quality Assurance Specialist’s core responsibility is to work closely with the career center staff and leadership to ensure that all measures and outcomes are met in a timely and fiscally responsible manner. A key success factor is the Quality Assurance Specialist’s ability to work with career coaches to train them on policies and procedures, review files on a consistent basis, and how documentation is maintained.
Responsibilities
- Ensures program compliance to maintain Federal, State and Local standards by regular individual case reviews of new enrollments, active and follow-up files.
- Reviews all new enrollments for eligibility.
- Reviews of at least 5 active and 5 follow-up files per week.
- Writes and submits actionable narrative reports of each individual file review to responsible career coach and program supervisor.
- Provides technical assistance to staff on all aspects of paperwork and procedures to ensure program policies and procedures are being met.
- Maintains regular communication with staff members and leadership, as applicable, to ensure program compliance.
- Keeps abreast of Federal, State, and Local level program policy changes.
- Assists with maintaining and revising program policies and procedures for the general operation of program delivery.
- Assists with determining the suitability of the file transfer of service from enrollment, active case management, follow-up, and closure.
- Utilizes Salesforce and any other case management system to review and track individual file reviews electronically.
- Reviews & Assesses services delivery methods and recommend actionable service delivery improvements to career center services leadership quarterly.
- All other duties as assigned by management.
Education, Experience, and Requirements
- High school/ GED completion or an Bachelor’s degree in any related field preferred.
- Minimum 2 years of demonstrated experience in employment counseling, career counseling, job development or placement.
- Experience in program service delivery and compliance
- Experience in Workforce Development preferred.
- Familiarity with Las Vegas valley labor market, business community, human services, and a working knowledge of disability-related issues.
- Must have ability to work with diverse groups of individuals.
- Proficiency with Microsoft Office suite software including a strong emphasis on Word, Excel, and Outlook.
- Must possess strong interpersonal skills with excellent communication skills.
- Bilingual a plus.
- Exhibits a high level of integrity and business ethics.
- Exhibits a high level of adaptability and flexibility.
Environmental Factors
- · Majority of duties performed in an office environment with regulated temperatures. Other duties may be performed outside the office environment where no cooling or heating will be available. Exposure to extreme heat, cold, dust and humidity may be a possibility
Physical Factors
· Able to lift, carry, push, and pull a minimum of 25 pounds.
Prolonged standing, walking, reaching, stooping, lifting, pulling, carrying, sitting at a desk, and working on a computer.
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