Quality Assurance Specialist - Crisis & 988 Services

Baltimore Crisis Response, Inc.; Baltimore (MD); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

403(b) plan

Paid leave

Life insurance

Long-term disability

Professional development

Growth opportunities

Community impact

Job summary

CarePoint Response, Inc. in Baltimore is seeking a detail-oriented Quality Assurance Specialist to support quality, compliance, and continuous improvement across our 988 Suicide & Crisis Lifeline and related crisis response services.

You will monitor service quality, conduct audits, analyze performance data, and identify opportunities to strengthen operations. You'll work with leadership to ensure services meet regulatory requirements and recognized standards.

Qualifications

• Bachelor’s degree in a related field is required.
• 2–4 years in quality assurance or related behavioral health role.
• Experience with 988, call centers, or crisis systems preferred.
• Familiarity with HIPAA, CARF, Joint Commission, or AAS standards preferred.
• Strong analytical and documentation skills.

Responsibilities

• Conduct regular audits, including call reviews, chart reviews, and documentation assessments.
• Monitor compliance with HIPAA, 988 requirements, and accreditation standards.
• Develop and maintain quality assurance processes and SOPs.
• Identify compliance concerns and recommend improvements.
• Collect and analyze quality data across crisis programs.
• Prepare leadership-ready reports and summaries.

Skills

Analytical skills

QA knowledge

Data interpretation

Documentation skills

Written & verbal communication

Constructive feedback

Multitasking

Professionalism

Trauma-informed service

Education

Bachelor’s degree in Human Services, Public Health, Healthcare Administration, or related field

Job description

CarePoint Response, Inc. in Baltimore is seeking a detail-oriented Quality Assurance Specialist to support quality, compliance, and continuous improvement across our 988 Suicide & Crisis Lifeline and related crisis response services.

You will monitor service quality, conduct audits, analyze performance data, and identify opportunities to strengthen operations. You'll work with leadership to ensure services meet regulatory requirements and recognized standards.