QA/QC Manager - Human Services Program - Remote

Summary: The Workforce Group, a LEMOINE company, is seeking an experienced QA/QC Manager to support a federal human services program serving vulnerable populations, including youth, young adults, and families. The QA/QC Manager is responsible for developing, implementing, and maintaining quality control processes that support accurate case documentation, timely case progression, compliant reporting, corrective action tracking, and continuous improvement. This role reviews operational performance, conducts internal audits, monitors documentation quality, identifies trends or deficiencies, and works with program leadership to ensure work products meet program standards and client requirements. This position requires strong quality assurance experience, excellent documentation skills, attention to detail, data analysis capability, confidentiality, and the ability to work across field operations, case coordination, data, reporting, training, onboarding, and program leadership teams.

Duties and Responsibilities:

• Develop, implement, and maintain the program’s internal quality control processes, review standards, audit tools, and documentation checklists.
  
• Support implementation of the program quality control plan and related operating procedures.
  
• Conduct quality reviews of case documentation, field visit records, research notes, contact notes, data entries, reports, and supporting documentation.
  
• Review case records for accuracy, completeness, timeliness, consistency, and required documentation.
  
• Identify documentation gaps, late actions, inconsistent information, incomplete case files, duplicate entries, and quality trends.
  
• Monitor program performance metrics related to case timeliness, case accuracy, documentation quality, staff readiness, deliverables, incident escalation, and background/onboarding package completion.
  
• Conduct routine internal audits and targeted reviews based on risk, volume, deadlines, case status, or leadership direction.
  
• Document audit findings, quality trends, causes, corrective actions, and follow-up results.
  
• Develop and maintain corrective action trackers and ensure assigned corrective actions are completed.
  
• Coordinate with field operations, case research, case coordination, data/reporting, training, onboarding, and program leadership teams to resolve quality issues.
  
• Support readiness reviews for case files before final submission, closure, reporting, or invoice support.
  
• Review incident and escalation documentation for completeness, timeliness, and required follow-up.
  
• Support training and coaching by identifying recurring documentation or performance issues.
  
• Prepare quality reports, dashboards, summaries, trend analyses, and briefing materials for program leadership.
  
• Maintain organized quality records, audit files, review logs, corrective action documentation, and quality-control evidence.
  
• Ensure sensitive participant, program, and Government-related information is protected and handled appropriately.
  
• Participate in operational briefings, quality meetings, staff meetings, training sessions, and continuous-improvement activities.
  
• Perform additional duties as assigned.
  

Qualifications, Knowledge, Skills, and Abilities: High school diploma or equivalent required.Associate or bachelor’s degree in human services, social work, criminal justice, psychology, sociology, public administration, business administration, emergency management, quality management, data management, or a related field. Minimum of three years (3) of experience in quality assurance, quality control, compliance, auditing, case review, documentation review, human services operations, federal program support, field operations support, or related work preferred.

• Experience reviewing case files, reports, documentation, data entries, or operational records for accuracy and completeness.
  
• Strong attention to detail and ability to identify documentation gaps, inconsistencies, trends, and quality risks.
  
• Ability to develop and maintain checklists, trackers, audit logs, corrective action plans, and quality reports.
  
• Strong written and verbal communication skills.
  
• Ability to prepare clear, accurate, objective, and timely quality documentation.
  
• Ability to work independently and exercise sound judgment in a fast-paced, deadline-driven environment.
  
• Ability to maintain confidentiality, professional boundaries, and ethical standards at all times.
  
• Proficiency with Microsoft Office, Excel, Word, PowerPoint, Teams, email, shared trackers, databases, and electronic documentation systems.
  
• Ability to learn and use approved case management, reporting, dashboard, or quality review tools.
  
• Ability to complete required federal, client, and company training before beginning work.
  
• Ability to complete required pre-employment screening and federal background/suitability processing.
  
• Experience supporting federal, state, or local government programs.
  
• Experience supporting human services, vulnerable populations, youth, young adults, families, immigrant communities, emergency response, disaster recovery, or field-based operations.
  
• Experience with quality assurance plans, corrective action plans, root cause analysis, performance metrics, dashboards, audit sampling, or internal compliance reviews.
  
• Experience reviewing records for timeliness, accuracy, completeness, and documentation sufficiency.
  
• Experience working with geographically dispersed teams or field-based operations.
  
• Strong Excel skills, including sorting, filtering, pivot tables, tracking logs, and quality dashboards.
  
• Bilingual English/Spanish preferred.
  
• Must be authorized to work in the United States.
  

This position is primarily remote/or operations hub-based and requires regular use of computers, secure systems, phones, email, spreadsheets, and electronic documentation tools. The role supports deadline-driven operations and requires accuracy, confidentiality, responsiveness, and consistent communication with multiple teams.The schedule may vary based on operational needs, case volume, quality review requirements, reporting deadlines, and surge activity. Evening, weekends, holiday, extended-hour, or surge support may be required. Limited travel may be required for training, audits, meetings, or operational coverage.

Federal Contract Requirements

Employment is contingent upon successful completion of all pre-employment screening requirements, including background checks, drug screening, motor vehicle records review, reference checks and other job-related screening requirements. Employment is also contingent upon successful completion of required federal background/suitability review, favorable credit check, security processing, and program-specific onboarding before beginning work.

Employees assigned to this program must complete required training, protect sensitive information, comply with standards of conduct, maintain professional boundaries, and follow all reporting, confidentiality, privacy, and information security requirements. Employees may be required to sign confidentiality, non-disclosure, conflict-of-interest, and standards-of-conduct acknowledgments.