Quality Control Operations Manager

ADP, Inc.; Niles (IL); On-site; USD 36,000 - 39,000; Full time

Job summary

ADP, Inc. is seeking a Quality Control Operations Manager in Niles, IL to provide strategic and operational leadership for the Quality Control function.

You will directly manage the QC team, oversee audits, branch visits, and compliance activities to drive improvements in service quality and risk management. The role requires a Bachelor's degree, 5+ years in leadership within quality control/operations, and strong communication skills.

Qualifications

• Bachelor’s degree preferred in one of the listed fields.
• Equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years of leadership experience in quality assurance/quality control/operations management.
• Minimum of 2-3 years managing and supervising teams with performance management.
• Experience in home care, home health, healthcare, human services, or regulated service industry preferred.
• Excellent communication and leadership skills.

Responsibilities

• Directly manage, supervise, and provide daily direction to the Quality Control team.
• Assign and monitor audits, branch visits, investigations, follow-ups, and other QC activities.
• Monitor productivity, KPIs, deadlines, and quality of work.
• Review QC reports and documentation for accuracy and timely submission.
• Provide coaching, training, feedback, and performance management as needed.
• Conduct regular team meetings to review priorities and findings.
• Ensure accountability and consistent execution of QC responsibilities.
• Develop and maintain the QC branch visitation schedule.
• Evaluate branch operations, documentation, caregiver performance, client-related compliance.
• Review branch visit findings and ensure follow-up actions are completed.
• Identify trends and elevate significant concerns to the Director of Operations.
• Oversee internal audits and monitor compliance with IDs, HIPAA, Medicaid, licensing.
• Audit client records, schedules, caregiver performance, and processes.
• Identify deficiencies and ensure corrective action plans.
• Lead corrective and preventive actions to improve service quality and compliance.
• Develop, implement, and monitor QC procedures and SOPs.
• Ensure adherence to SOPs and documentation requirements.
• Recommend process improvements and monitor effectiveness.
• Oversee investigations involving client or caregiver service termination and complaints.
• Identify recurring issues and recommend corrective actions to reduce risk.
• Monitor high-risk clients, caregivers, branches, and processes.
• Ensure critical incidents are reported and followed up.
• Monitor client and caregiver satisfaction, feedback and trends.
• Use data to drive continuous improvement and report KPIs.
• Collaborate with multiple departments to resolve quality concerns.
• Stay informed of regulatory changes and update policies accordingly.
• Support organizational initiatives and other duties from Director of Operations.

Skills

Leadership experience

Communication skills

Education

Bachelor’s degree in Healthcare Administration/Business Administration/Management/Nursing/Human Services or related field

Equivalent combination of education and relevant experience

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Quality Control Operations Manager

Full Time Niles, IL, US

$26.00 To $28.00 Hourly

About Company

Check out the recent company profile on WGN!

About the Role

The Quality Control Operations Manager provides strategic and operational leadership for the Quality Control function across Serenity Home Services Inc. The position directly manages the Quality Control team, oversees their daily activities and productivity, coordinates branch visitations, audits operational performance, monitors compliance, and drives corrective and quality improvement initiatives.

The manager ensures adherence to applicable state regulations, licensing requirements, company policies, and quality standards while supporting operational efficiency, client and caregiver satisfaction, risk management, and continuous improvement.

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Management, Nursing, Human Services, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years of leadership experience in quality assurance, quality control, compliance, operations management, or healthcare administration.
• Minimum of 2-3 years managing and supervising teams, including performance management, coaching, and employee development.
• Experience in the home care, home health, healthcare, human services, or regulated service industry strongly preferred.
• Excellent communication and leadership skills.

Responsibilities

Key Responsibilities

1. Quality Control Team Management

• Directly manage, supervise, and provide daily direction to the Quality Control team.
• Assign and monitor audits, branch visits, investigations, follow-ups, and other QC activities.
• Monitor individual and team productivity, KPIs, deadlines, and quality of work.
• Review QC reports and documentation for accuracy, completeness, and timely submission.
• Provide coaching, training, feedback, and performance management as needed.
• Conduct regular team meetings to review priorities, findings, and outstanding issues.
• Ensure accountability and consistent execution of QC responsibilities.

2. Branch Visits & Field Oversight

• Develop and maintain the QC branch visitation schedule based on operational needs, risk, and performance.
• Assign and monitor branch visits to ensure required visitations are completed timely.
• Conduct routine and targeted branch visits when necessary.
• Evaluate branch operations, documentation, caregiver performance, client-related compliance, and adherence to company policies.
• Review branch visit findings and ensure appropriate follow-up and corrective actions are completed.
• Identify trends and elevate significant operational or compliance concerns to the Director of Operations.

3. Audits, Compliance & Quality Assurance

• Conduct and oversee scheduled and unscheduled internal audits across branches and administrative departments.
• Monitor compliance with applicable IDPH, IDOA, HIPAA, Medicaid, licensing requirements, and company policies.
• Audit client records, schedules, caregiver performance, service documentation, and operational processes.
• Identify deficiencies, risks, and non-compliance and ensure corrective action plans are developed, implemented, and monitored through resolution.
• Maintain audit-ready documentation and records.

4. Quality Improvement & Process Management

• Analyze audit results, branch visit findings, complaints, and operational data to identify trends and areas for improvement.
• Lead corrective and preventive actions to improve service quality, compliance, productivity, and operational efficiency.
• Develop, implement, and monitor quality control procedures and company-wide standards.
• Ensure consistent adherence to SOPs and documentation requirements.
• Recommend process improvements and monitor their effectiveness.

5. Investigations & Risk Management

• Oversee investigations involving client or caregiver service termination, complaints, and other quality-related concerns.
• Identify recurring issues and recommend corrective actions to reduce risk and prevent recurrence.
• Monitor high-risk clients, caregivers, branches, and operational processes.
• Ensure critical incidents are appropriately reported and followed up through applicable systems, including CERA when required.

6. Client & Caregiver Satisfaction

• Monitor client and caregiver feedback, complaints, and satisfaction trends.
• Ensure quality concerns are appropriately investigated and addressed.
• Use feedback and quality data to support continuous improvement.
• Track and report Quality Control KPIs, team productivity, audit results, branch performance, and corrective actions to the Director of Operations and Executive Leadership.
• Collaborate with Operations, Branch Management, Compliance, HR, Training & Onboarding, Data, Billing, and other departments to resolve quality and operational concerns.
• Stay informed of regulatory changes and recommend updates to policies and procedures.
• Support organizational initiatives and other responsibilities assigned by the Director of Operations.

7. Reporting & Cross-Departmental Collaboration

• Track and report Quality Control KPIs, team productivity, audit results, branch performance, and corrective actions to the Director of Operations and Executive Leadership.
• Collaborate with Operations, Branch Management, Compliance, HR, Training & Onboarding, Data, Billing, and other departments to resolve quality and operational concerns.
• Stay informed of regulatory changes and recommend updates to policies and procedures.
• Support organizational initiatives and other responsibilities assigned by the Director of Operations.

Key Performance Expectations

The Quality Control Operations Manager is accountable for:

• Effective daily management and productivity of the Quality Control team.
• Completion and quality of required branch visits and audits.
• Timely identification, reporting, and resolution of deficiencies.
• Accurate QC documentation and reporting.
• Consistent monitoring of compliance and operational performance.
• Effective implementation of corrective and preventive actions.
• Continuous improvement in branch performance, service quality, and organizational compliance

Monday to Friday
9:00am to 5:00pm
40 hours per week