Quality Assurance Specialist

Outreach Works; Scranton (Lackawanna County); On-site; USD 28,000 - 39,000; Full time

Job summary

Outreach Works is seeking a Quality Assurance Specialist in Scranton, PA to own QA processes, drive data accuracy, and serve as a proactive resource to departments and leadership. This full-time, 37.5-hour week role supports program quality and compliance across the agency.

The candidate will lead audits, data collection for reports and funders, and develop SOPs while coaching staff on QA practices to foster a culture of accountability and continuous improvement.

Qualifications

• Associate's degree or equivalent; 3+ years related experience preferred.
• Quality Assurance, Information Tech, Business, or Human Services experience a plus.

Responsibilities

• Lead build and implementation of quality workflows in the internal case management system.
• Own data collection for reports, grants, and funder requests; identify gaps and resolve.
• Serve as liaison between QA Director and departments; communicate data and timelines.
• Lead internal auditing of client files; identify trends; recommend corrective action.
• Set clear expectations and timelines for staff on data quality and audits.
• Collaborate with the CORD team to provide data with source documentation.
• Assist in creating and implementing program SOPs.
• Analyze outcome data and performance metrics to spot gaps.
• Prepare audit reports and executive summaries for management and regulators.
• Coach staff on QA practices to foster accountability across departments.
• Perform data entry and other duties as assigned.
• Other duties as assigned.

Skills

Quality Assurance

Data entry

Auditing

Attention to detail

Education

Associate's degree or equivalent

Tools

Case management system

Microsoft Office

Job description

Job Title: Quality Assurance Specialist

Reports To: Quality Assurance Director

Hoyrs: Full-Time, 37.5 hours per week

FLSA Status: Hourly, Non-Exempt

Location: Scranton, PA

Outreach Culture

Outreach's mission statement states, \"With respect for the individual and with the highest professional standards, Outreach – Center for Community Resources offers a variety of programs that promote family stability and economic self-sufficiency.\" We strive to embody this mission in our employment as well. At Outreach, you will find an environmentwhere you are family, and family comes first.

Outreach’s Mission and Values

• Staff at Outreach are expected to adhere to and embrace Outreach’s mission and values. Our mission, as stated above, is promoting family stability and economic self-sufficiency for our participants.
• Our Values drive how we approach our mission. These include:
• Respect for the individual
• Upholding the highest professional standards
• Belief that Relationships, Connections, and Belonging matter
• Providing hope for the future

As an Outreach Team Member, we expect that all staff have the shared responsibility to tell our story and share our impact with key stakeholders (funders, board members, volunteers, governing bodies, community partners) – always connecting the programs we deliver with the outcomes and impact we report.

Summary

Member of the Outreach team who takes ownership of quality assurance processes on behalf of the Quality Assurance Director — leading day-to-day compliance efforts, driving accuracy in agency data and reporting, and serving as a proactive resource that departments can rely on for guidance, follow-through, and sound judgment.

Duties

• Leads the build and implementation of quality-related workflows in the internal case management system, holding data collection to a high standard.
• Takes ownership of assigned data collection for reports, grants, and funder requests, proactively identifying gaps and following through to resolution
• Serves as a point of contact between the QA Director and other departments, clearly communicating data, compliance, and timeline expectations.
• Leads internal auditing of client files as assigned, identifying trends and recommending corrective action to strengthen program quality.
• Communicating clear expectations and timelines to staff for qualitative and quantitative data as it pertains to process implementation, follow up, and routine auditing.
• Work closely with the CORD team providing the requested data in a timely manner and with quality source documentation for auditing purposes.
• Assists in the creation and implementation of program Standard Operating Procedures.
• Analyzing outcome data and performance metrics to spot systemic errors or service gaps.
• Preparing audit reports and executive summaries for upper management and regulatory agencies.
• Coaches and supports staff on quality assurance practices, helping build a culture of accountability and continuous improvement across departments
• Performs clerical duties and data entry as assigned
• Performs other duties as assigned

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Associate's degree (A.A.) or equivalent from two-year college or technical school preferred; three years or more of related experience; or equivalent combination of education and experience, preferably in the Quality Assurance, Information Technology, Business, or Human Services.

Computer Skills

The ideal candidate will have strong digital literacy skills and be comfortable working with a variety of software programs and digital tools. This includes experience with standard office applications as well as the ability to quickly learn and adapt to new systems and technology as needed. Strong attention to detail and comfort troubleshooting technical issues are essential for success in this role.

Leadership Skills

The ideal candidate demonstrates sound judgment and takes initiative without the need for close supervision, is comfortable holding colleagues and departments accountable to compliance timelines, and can guide and coach others toward consistent, high-quality practice. Strong organizational skills and the confidence to speak up, ask questions, and drive issues to resolution are essential.

Certificates and Licenses

Valid PA Driver's License and proof of insurance required.

Work Environment

The noise level in the work environment is usually moderate.

Physical Demands

The employee must occasionally lift and/or move up to 25 pounds.

Outreach is an equal opportunity employer and encourages applications from individuals of all backgrounds and experiences. We are committed to creating an inclusive environment for all employees.