Crisis Helpline QA Specialist | Impact & Compliance

Samaritans Inc.; Boston (MA); Hybrid; USD 60,000 - 68,000; Full time

Benefits offered by this job

401(k) plan

Disability coverage

Life Insurance

Health Insurance

Dental & Vision

Job summary

Samaritans Inc. in Massachusetts is seeking a Quality Assurance Specialist to support the crisis helpline workforce by ensuring the efficiency of the quality program for calls and online conversations, aligned with ICH and 988 Lifeline standards.

Under the Manager of Quality Planning and Assurance, you will monitor calls/texts, maintain documentation, identify trends, and coordinate with volunteers and staff.

Qualifications

• Minimum 1–2 years of professional experience in a social service or public health agency required.
• Exceptional attention to detail and ability to apply QA criteria objectively.
• Strong communication and interpersonal skills across staff and volunteers.
• Proficiency in Word, Excel and PowerPoint; CRM experience preferred.

Responsibilities

• Complete QA assessments for volunteers and staff per ICH and 988 Lifeline requirements.
• Ensure accurate, timely internal documentation per policies.
• Identify trends in performance and retention; develop improvement strategies.
• Meet with helpline/text volunteers to discuss quality assurance results.

Skills

QA experience

Attention to detail

Communication

MS Office

Salesforce

Tools

Salesforce

Job description

Samaritans Inc. in Massachusetts is seeking a Quality Assurance Specialist to support the crisis helpline workforce by ensuring the efficiency of the quality program for calls and online conversations, aligned with ICH and 988 Lifeline standards.

Under the Manager of Quality Planning and Assurance, you will monitor calls/texts, maintain documentation, identify trends, and coordinate with volunteers and staff.