EAP Quality Assurance Officer MMH260916-2

Momentum; Centurion; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Momentum is seeking a QA-focused professional to support the clinical team in developing and maintaining high-quality services in line with regulatory and ethical standards.

The role emphasizes QA auditing, SOP reviews, and training delivery within an EAP environment, with multilingual capabilities as an advantage. This is a on-site position based in Centurion, Gauteng.

Qualifications

• The role requires QA auditing and SOP review to ensure quality standards.
• Experience in counselling industry and EAP environment is preferred.
• Multilingual ability and Afrikaans language advantage.

Responsibilities

• Monitor and evaluate clinical processes and service delivery for quality and effectiveness through QA auditing and SOP review.
• Contribute to the development of clinical protocols to determine the optimal process to implement the various client service solutions.
• Manage the clinical service function, ensuring the highest standards of service delivery in line with ethical obligations to relevant professional governing bodies.
• Provide QA audit feedback to clinical individuals within the care centre
• Identify individual training needs through quality assessments and recommend targeted training interventions
• Form part of the team responsible for Quality Management Systems process and audits
• Assist with daily service recovery tasks: member satisfaction survey auditing, complaints and escalation investigations and reporting
• Provide counselling / coaching interventions for client executives and assist with managing the executive referral channels
• Facilitate client group therapy / debriefing sessions
• Assist with client exit interviews, critical incident stress debrief (CISD) and safety behavioural risk assessment (SBRA) coordination

Skills

QA auditing

Training delivery

SOP review

Clinical governance

Ethics/compliance

Education

Qualified Social Worker

HPCSA Registered Counsellor

Masters in Social Work (advantage)

Job description

Role Purpose

The QA role is to ensure the clinical development of the clinical team through quality assurance auditing and training. Oversee the delivery of clinical services in accordance with relevant regulatory bodies, aligned to ethical considerations and EAP standards.

Requirements

• Qualified Social Worker / Qualified Clinical /Counselling Psychologist / HPCSA Registered Counsellor
• Postgraduate qualification would be an advantage for Social Work (Masters)
• 5-7 years’ experience in the counselling industry as a practitioner
• Min 2 years’ experience within an EAP Care Centre environment
• Clinical training/facilitation experience will be an advantage
• Being able to speak,write and read Afrikaans language is an advantage
• Multilingual ability with vernacular languages is an advantage

Duties and Responsibilities

• Monitor and evaluate clinical processes and service delivery for quality and effectiveness through QA auditing and SOP review.
• Contribute to the development of clinical protocols to determine the optimal process to implement the various client service solutions.
• Manage the clinical service function, ensuring the highest standards of service delivery in line with ethical obligations to relevant professional governing bodies.
• Provide QA audit feedback to clinical individuals within the care centre
• Identify individual training needs through quality assessments and recommend targeted training interventions
• Form part of the team responsible for Quality Management Systems process and audits
• Assist with daily service recovery tasks: member satisfaction survey auditing, complaints and escalation investigations and reporting
• Provide counselling / coaching interventions for client executives and assist with managing the executive referral channels
• Facilitate client group therapy / debriefing sessions
• Assist with client exit interviews, critical incident stress debrief (CISD) and safety behavioural risk assessment (SBRA) coordination