Quality Assurance Specialist

Job Summary

Seeking an experienced and compassionate full-time Best Practice and Quality Assurance Specialist, this remote position will monitor and evaluate crisis service delivery, ensuring compliance with organizational standards and providing coaching to counselors for performance improvement.

Key Responsibilities

• Monitor and evaluate the quality of crisis service delivery by reviewing documentation and interactions for compliance with standards
• Conduct quality review meetings with Crisis Counselors to provide feedback and support continuous improvement
• Collaborate with leadership to develop and deliver crisis line trainings that reinforce best practices

Required Qualifications

• Minimum of 1-2 years of experience in crisis services or a related field, with proficiency in crisis intervention
• Bachelor's degree or higher in psychology, social work, or a related field preferred, or equivalent experience
• Ability to analyze interactions and apply evaluation criteria consistently
• Experience in providing coaching and performance evaluation, with strong feedback delivery skills
• Fluency in American Sign Language (ASL) is preferred but not required