Quality Assurance Specialist

Position Summary:

The Quality Assurance (QA) Specialist at Fedcap Inc is responsible for ensuring the integrity and continuous improvement of program operations by monitoring, evaluating, and enhancing services and processes across various contracts. Through the implementation of quality standards and best practices, this role advances the organization’s mission to build staff capacity and deliver high-quality, individualized support to jobseekers, including those with medical/mental health barriers or disabilities, toward sustainable employment outcomes.

The QA Specialist plays a critical role in ensuring ongoing compliance with contract requirements, responding to external audit findings, and contributing to the development and implementation of robust Standard Operating Procedures, auditing systems, and quality assurance tools. This role is responsible for evaluating the efficiency and effectiveness of operations and performance management across all Fedcap Inc. contracts. Success in this position is measured through established KPIs, with a focus on compliance rates, audit effectiveness, and the measurable impact of continuous quality improvement initiatives.

This is an excellent opportunity for an analytical professional who is passionate about strengthening quality and compliance within a collaborative and dynamic employment services environment.

• Assist the Director of Quality Assurance with the quality assurance program and audit procedures, ensuring near 100% compliance with the funder’s contractual and agency requirements.
• Conduct audits on 5% of contract case files each quarter, completing an average of 15–35 file reviews weekly to ensure compliance and quality standards.
• Completing weekly/monthly site visits and executing follow-up activities for 100% of identified non-compliance issues.
• Conduct safety and risk assessments monthly to ensure compliance with ADA and regulatory standards at service locations.
• Respond to all external audit reports' timelines as defined by each contract audit upon receipt and prepare corrective action plans on behalf of the organization to achieve near 100% remediation success.

• Create and maintain SOPs and Desk Guides for new and existing programs, with quarterly reviews, to ensure 95% accuracy and demonstrated compliance with funder and organizational requirements.
• Support the development and demonstrate implementation of 1–3 quality improvement processes annually, enhancing auditing systems and continuous quality assurance methods to improve program efficiency and effectiveness, as measured through performance outcomes.
• Develop, collect, and analyze customer satisfaction metrics for at least 2 key service areas quarterly to actively drive Continuous Quality Improvement initiatives.
• Utilize customer feedback, on-site observations, inter-departmental communication, and regular performance measures to identify 1-2 potential issues and areas for improvement per month.
• Identify potential areas of vulnerability and conduct root cause analysis for 100% of the identified critical issues per quarter, subsequently developing comprehensive mitigation action plans for 100% of these vulnerabilities.
• Achieve 100% timely completion of ad hoc assignments and special projects as directed by the Director of Quality Assurance and Senior Leadership.

• Generate and submit weekly, monthly, and quarterly compliance and quality assurance reports to leadership, highlighting trends, challenges, and improvement recommendations, while maintaining 100% accuracy in reported data.
• Work collaboratively with program departments, external agencies, and stakeholders…