Quality Assurance Manager

Description

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.

The Quality Assurance Manager is responsible for leading and overseeing the organization’s comprehensive quality assurance, compliance, and continuous quality improvement activities. Reporting to the Director of Quality Assurance, this role provides direct supervision to Quality Assurance Associates and is responsible for ensuring organizational adherence to regulatory, contractual, and accreditation standards, including CARF requirements.

• Lead and coordinate all CARF accreditation activities, including 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…