QA Specialist, Crisis Helpline (Hybrid)

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

Benefits offered by this job

401(k) Safe Harbor match

Life Insurance

Healthcare & Dental coverage

Paid holidays

Hybrid work schedule

Job summary

Samaritans, Inc. seeks a Quality Assurance Specialist to support its crisis helpline workforce by assuring the effectiveness of the QA program across all lines. You will monitor calls and online chats to ensure adherence to ICH standards and 988 Lifeline policies.

You will collaborate with staff and volunteers, provide feedback, and help identify training needs to improve performance and compliance. Hybrid work options apply in Massachusetts.

Qualifications

• Minimum 1–2 years of professional experience in a social service or public health setting.
• Ability to apply standardized QA criteria across staff and volunteers.
• Strong attention to detail and confidentiality.
• Experience identifying trends and systemic issues in QA reviews.
• Proficiency with Word, Excel and PowerPoint; Salesforce experience preferred.

Responsibilities

• Perform QA assessments for crisis calls/texts per ICH and 988 lifeline standards.
• Ensure timely, accurate documentation in relevant systems.
• Identify trends and suggest QA improvements with the Manager.
• Engage with helpline volunteers to discuss QA results and provide feedback.
• Maintain knowledge of ICH and best practices for 24/7 helplines.
• Monitor quality and consistency of befriending services.

Skills

Attention to detail

QA experience

Pattern identification

Confidentiality

Communication

Tools

Word

Excel

PowerPoint

Salesforce

Job description

Samaritans, Inc. seeks a Quality Assurance Specialist to support its crisis helpline workforce by assuring the effectiveness of the QA program across all lines. You will monitor calls and online chats to ensure adherence to ICH standards and 988 Lifeline policies.

You will collaborate with staff and volunteers, provide feedback, and help identify training needs to improve performance and compliance. Hybrid work options apply in Massachusetts.