What are the responsibilities and job description for the Quality Assurance Specialist position at City of Hampton, VA?
Function
Make an Impact Where Accuracy Matters Most
Are you detail-driven with a passion for improving systems and supporting teams? Join us as a Quality Assurance Specialist, where you’ll play a critical role in ensuring compliance, accuracy, and excellence across human services programs. This position is perfect for someone who thrives in a collaborative environment and enjoys analyzing data, guiding staff, and enhancing service delivery.
What You’ll Do:
- Review and monitor case records to ensure accuracy, timeliness, and compliance
- Track and respond to quality reviews (QA, Management Evaluation, SNAP, ERO, etc.)
- Identify trends and recommend improvements to policies, procedures, and training
- Collaborate with staff and leadership to improve case performance and outcomes
- Communicate updates on federal, state, and local policies
- Support appeals processing and ensure timely submission of required documentation
- Provide guidance and training support to staff to reduce errors and improve quality
- Deliver excellent customer service and assist with complex case management when needed
Minimum Qualifications
- Graduation from an accredited college or university with an Associate’s degree in Human Services, Psychology, Social Work, or related field of study is preferred.
- A minimum of three (3) years of experience in human services, including direct experience administering at least three (3) financial benefit programs such as TANF (Temporary Assistance for Needy Families), SNAP (Supplemental Nutrition Assistance Program), Medicaid, Child Care, Energy Assistance, or similar programs.
- Prior experience working with Human Services agencies and/or experience using the VACMS/MMIS computer systems is required.
- A combination of education and experience may be considered for this position.
- Must successfully pass a Child Protective Services (CPS) and criminal background check before any offer of employment or promotion.
Additional Requirements
- The incumbent may be considered “essential personnel” during city emergency situations, or at the direction of the City Manager or designee, which may include long hours and unusual schedules.
- Experience working in a team and/or customer service setting is required. Experience training others, preferred.
“Join the City of Hampton team! As a proud V3 (Virginia Values Veterans) employer and a designated Military Spouse-Friendly Employer, we are committed to supporting veterans and military spouses. We offer a welcoming and inclusive workplace, recognizing the unique skills and experiences that military families bring. Come work for Hampton, a vibrant waterfront community celebrating and embracing 400 years of history and innovation, creating an even more dynamic future! We are located in the center of the Hampton Roads region and offer lots of waterfront fun, rich and diverse history, and a vibrant restaurant scene. Hampton offers excellent benefits, career and professional development, tuition reimbursement, and other benefits.”