Quality Assurance & Compliance Specialist - Crisis Helpline

Samaritans, Inc.; Boston (MA); Hybride; USD 60 000 - 68 000; Plein temps

Avantages offerts par ce poste

Employer matched 401(k) plan

Short and long-term disability

Life Insurance - premium paid by Samar

Health insurance

Dental insurance

Vision insurance

Healthcare FSA and Childcare DCA

Commuter Benefits

Employee Assistance Program

Paid Family Medical Leave

Vacation and personal time off

14 paid holidays

Hybrid work schedule with remote weeks

Mileage reimbursement

Professional development budget

Résumé du poste

Samaritans, Inc. in Massachusetts is seeking a Quality Assurance Specialist to support the crisis helpline workforce by ensuring the efficiency of Samaritans' QA program across calls and online emotional support.

You will monitor crisis calls and OES conversations to ensure compliance with ICH standards and 988 Lifeline policies. The role emphasizes collaboration with volunteers and staff, data review, documentation accuracy, and ongoing training support.

Qualifications

• 1–2 years of professional experience in a social service or public health setting.
• Strong attention to detail and ability to apply QA criteria consistently.
• Experience with CRM or data systems is a plus.

Responsabilités

• Complete QA assessments with volunteers and staff per ICH and 988 standards.
• Ensure internal documentation is accurate, timely, and compliant.
• Analyze trends in performance and retention; help create improvement strategies.
• Meet with helpline and text volunteers to discuss QA results.
• Maintain knowledge of ICH and Vibrant best practices for 24/7 helplines.
• Monitor quality and compliance across befriending services provided by staff and volunteers.

Connaissances

Quality assurance

Attention to detail

Communication

Word, Excel & PowerPoint

Outils

Salesforce

Vibrant Exchange

Description du poste

Samaritans, Inc. in Massachusetts is seeking a Quality Assurance Specialist to support the crisis helpline workforce by ensuring the efficiency of Samaritans' QA program across calls and online emotional support.

You will monitor crisis calls and OES conversations to ensure compliance with ICH standards and 988 Lifeline policies. The role emphasizes collaboration with volunteers and staff, data review, documentation accuracy, and ongoing training support.