Quality Assurance Manager - NC

Compensation

Pay or shift range: $75,000 USD to $85,000 USD. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Make a Meaningful Impact Every Day! At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters.

Our Mission:
To help people live a life of their choosing, regardless of age or ability.

GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2026/2027—a distinction reserved for top employers committed to outstanding employee experiences.

• Lead and coordinate all CARF accreditation activities: readiness planning, policy and procedure review, evidence collection, mock survey preparation, corrective action planning, and ongoing compliance monitoring to maintain accreditation standards.
• Oversee health and safety compliance for all organizational locations by partnering with designated site representatives to ensure consistent monitoring, documentation, corrective actions, and regulatory compliance.
• Supervise Quality Assurance Specialists and provide leadership, coaching, mentoring, and performance oversight to ensure quality objectives and departmental expectations are achieved.
• Organize, facilitate, and participate in quality assurance, compliance, satisfaction, and continuous improvement committees and work groups.
• Prepare executive-level reports, dashboards, summaries, and presentations related to quality initiatives, performance outcomes, risk trends, and improvement activities.
• Oversee the design, administration, analysis, and reporting of participant, caregiver, stakeholder, and employee satisfaction surveys. Design and implement innovative stakeholder satisfaction and feedback strategies, including continuous feedback mechanisms, technology-based surveying methods, and real-time data collection approaches.
• Analyze survey results, identify trends and opportunities for improvement, and collaborate with leadership to develop action plans and quality improvement strategies.
• Manage and oversee the organizational “close the loop” process to ensure stakeholder concerns and feedback are appropriately addressed and monitored for resolution.
• Utilize technology, automation, artificial intelligence (AI), and emerging tools to improve quality assurance processes, reporting capabilities, stakeholder engagement, and operational efficiencies.
• Oversee incident reporting, grievances, complaints, and escalation processes to ensure timely review, investigation, documentation, resolution, and compliance with internal and external requirements.
• Receive, investigate, monitor, and respond to Better Business Bureau complaints and other external complaints or escalations within required timelines.
• Monitor and trend incident, grievance, complaint, audit, and satisfaction data to identify systemic concerns, operational risks, training needs, and preventative measures.
• Lead and oversee data integrity initiatives, including audits, validations, quality checks, reporting accuracy, and monitoring of organizational data systems.
• Ensure accurate tabulation, maintenance, analysis, and reporting of quality assurance and satisfaction data for leadership review and strategic planning.
• Conduct comprehensive quality reviews utilizing large data sets to identify trends, risks, process gaps, operational concerns, and opportunities for improvement.
• Develop and implement proactive quality monitoring strategies without reliance on extensive contextual background, utilizing analytical reasoning and independent assessment skills.
• Analyze data trends and provide actionable recommendations to leadership to improve operational performance, compliance outcomes, customer experience, and organizational…