Quality Assurance Lead

POSITION Summary:

The Quality Assurance Lead is responsible for ensuring program quality, compliance, performance, and continuous improvement across Workforce Development services, including One-Stop/Workforce Center operations and Child Care Services. This position monitors program performance, researches and resolves deficiencies, provides technical assistance, and supports consistent implementation of policies, procedures, funding-source requirements, and applicable regulations. The Quality Assurance Lead also serves as a key training and leadership resource, working with management to train, coach, and develop program staff to strengthen operational effectiveness, accountability, and service delivery.

Essential FUNCTIONS:

• Develop, implement, and maintain monitoring plans for all aspects of Workforce Development programs, including One-Stop/Workforce Center operations and Child Care Services.
• Partner with the Management Team and program leadership to evaluate program effectiveness, operational performance, compliance, and service quality.
• Maintain system accountability for meeting standards established by Southwest Key Workforce, the funding source and other applicable agencies.
• Develop monitoring schedules, reports, corrective-action follow-up, and performance summaries for leadership and supervisory staff.
• Ensure adherence to Texas Workforce Commission data integrity, documentation, case management, and quality requirements applicable to assigned programs.
• Continuously assess staff training, procedures, tools, and development resources and recommend improvements based on monitoring results, performance trends, policy changes, and operational needs.
• Oversee plan to ensure that staff has individualized goals, training and supervision to promote growth
• and development.
• Provide technical assistance, policy interpretation, and quality-improvement guidance to One-Stop/Workforce Center staff, Child Care Services staff, program staff, supervisors, and management.
• Supervise assigned staff, participate in hiring and onboarding as appropriate, and ensure new employees receive structured training on program requirements, quality standards, policies, procedures, and performance expectations.
• Maintain comprehensive knowledge of Workforce Development services, One-Stop service delivery, Child Care Services, applicable contracts, policies, procedures, performance measures, and funding-source requirements.

• Lead and coordinate training for program staff in partnership with leadership, including policy and procedure training, compliance, documentation, data integrity, customer service, quality standards, program updates, corrective-action needs, and leadership expectations.
• Participate in Management Team meetings, leadership meetings, program reviews, and professional development activities.
• Promote a culture of accountability, collaboration, continuous improvement, professional development, and high staff morale.
• Travel to One-Stop/Workforce Centers, Child Care Services locations, meetings, trainings, monitoring activities, and other program-related events as required.

• Facilitate staff training, leadership development sessions, group orientations, and program presentations as assigned.

• Respond productively to changing priorities, regulatory requirements, operational needs, and other essential duties as assigned.