Quality Assurance Advocate

POSITION SUMMARY:

The Quality Assurance Advocate is responsible for protecting the accuracy, organization, and integrity of Advocate Access NW Member and agency information. This position ensures information is complete, current, securely stored, and consistent across the systems used by the agency. The Quality Assurance Advocate regularly compares information maintained within Advocate Access NW Microsoft systems with information in Paylocity, eXPRS, and other applicable systems to identify and resolve discrepancies. This role also develops quality assurance processes that are streamlined, user-friendly, and practical for the people expected to use them. This position requires exceptional attention to detail, strong organization, sound judgment, and the ability to prevent future errors. The Quality Assurance Advocate also supports organization projects and other agency needs as assigned by the Senior Operations Advocate.

KEY RESPONSIBILITIES:

Member Information & Record Accuracy

• Review Member records to ensure information is accurate, complete, current, and appropriately stored.
• Ensure required Member documentation is maintained within the appropriate agency systems.
• Compare information across Microsoft-based agency systems, Paylocity, eXPRS, and other applicable platforms.
• Identify missing, outdated, duplicated, conflicting, or inaccurate information and ensure timely follow-up or correction.
• Verify that information entered into agency systems matches appropriate source documentation.
• Maintain organized and reliable electronic Member records and support ongoing record cleanup.
• Ensure sensitive Member information is stored securely and accessed only by appropriate individuals.

Quality Assurance

• Develop, implement, and maintain agency quality assurance processes.
• Create QA systems that are streamlined, user-friendly, realistic, and easy for employees to follow.
• Review existing QA processes and identify opportunities to improve clarity, consistency, and efficiency.
• Create checklists, trackers, audit tools, workflows, and other systems that improve accountability.
• Complete routine audits of Member records and agency systems.
• Track identified errors or discrepancies and ensure appropriate follow-up occurs.
• Identify trends or recurring concerns and report them to the Senior Operations Advocate.
• Support preparation for internal and external reviews, audits, and other quality assurance activities.

Systems Coordination

• Develop a strong working knowledge of the electronic systems utilized throughout the agency.
• Cross-reference Microsoft systems, Paylocity, eXPRS, and other applicable platforms for accuracy and consistency.
• Help establish clear expectations regarding where specific information should be maintained.
• Identify opportunities to reduce duplicate entry, unnecessary steps, and confusing processes.
• Assist with standardized naming, filing, tracking, documentation, and SharePoint or Microsoft-based organization practices.
• Help ensure agency systems remain organized, efficient, and sustainable as Advocate Access NW continues to grow.

Organization & Agency Support

• Take ownership of organizational projects assigned by the Senior Operations Advocate.
• Assist with agency-wide organization needs involving electronic files, records, trackers, documents, systems, and physical organization as needed.
• Organize historical information and assist with determining what should be retained, updated, archived, or appropriately disposed of.
• Develop systems that make information easier for employees to locate, understand, and use.
• Support special projects that require strong organization, attention to detail, and reliable follow-through.
• Complete additional organization tasks based on the evolving needs of the agency.

Collaboration & Follow-Through

• Work closely with the Senior Operations Advocate and collaborate with agency administrative teams.
• Partner with Service Support, System Support, Operations, Human Resources, Positive Behavioral Support, Directors, and other Advocates as
• needed to clarify information and resolve discrepancies.
• Communicate identified concerns professionally and clearly, including the action or follow-up needed.
• Maintain documentation showing that assigned QA reviews, corrections, and follow-up activities have been completed.
• Perform other duties consistent with the purpose and responsibilities of the position.

CONFIDENTIALITY:

This position may have access to confidential Member, employee, payroll, service, and agency information. The Quality Assurance Advocate must demonstrate exceptional judgment and confidentiality at all times. Information may only be accessed, discussed, or shared when necessary to complete assigned responsibilities and with individuals authorized to receive the information. Protecting the privacy and security of Member and employee information is an essential function of this position.