• Lead and organize training for all Quality Specialists on audit processes, procedures, and tools. • Conduct complex audits and verifying quality standards for selected inquiries and make decisions whether discrepant information meets BCBSA and FEP audit requirements, state, and federal mandates. • Provide second-level support on escalated issues and audit findings. • Collaborate with team members, OCLD, and management to identify training gaps and business needs and implement actions while partnering to address these issues. • Review, evaluate, and provide feedback on trainees’ audits and learning processes. • Act as a consultant with external departments to help resolve high-impact business issues by recommending action plans related to quality assurance. • Assist the Data Reporting Analyst in collecting data and providing analyses for various issues across the department and other functional areas. • Foster a training and auditing culture that values diversity of thought, leveraging team member strengths to achieve team goals. • Assist with external audits and lead special projects. • Perform other duties as assigned.

• Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals • Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met • Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly • Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement • Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs • Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs • Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures • Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress • Works cohesively alongside a team of Quality Improvement Specialists • Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data • Performs other duties/responsibilities, as assigned, within the scope of the position.

• Analyze calls, emails, social media posts, and/or SMS contacts of NexRep’s independent contractors • Identify trends and work with certification and operations teams • Monitor agents in real time or after the fact • Review contacts for customer satisfaction • Provide recommendations for client’s quality scorecard • Participate in calibration sessions with NexRep's client • Provide feedback to NexRep certification and operations team • Review customer satisfaction data to identify trends • Facilitate town hall sessions for independent contractors

• partner with key members of leadership for the design and implementation of Quality Management procedures • ongoing improvement efforts, and other team projects with the aim of achieving organizational, accreditation, and regulatory requirements • Review and analyze current processes related to the application and implementation of policies, procedures, and practices • provide leadership with recommendations for updates to comply with the current regulatory and accreditation requirements • Identify gaps in efficient process workflow and suggests steps for quality process improvement • Measure process performance using valid and accurate methods; analyze trends, variation, and process stability to determine if defined performance metrics are met and identify areas of risk • lead and support structured quality improvement initiatives (e.g. DMAIC or equivalent) • Manage and lead Quality Improvement Projects (QIPs) • Manage and ensure execution of CAPAs, including documented root cause analysis, defined success metrics, implementation tracking, and post-implementation validation demonstrating sustained improvement in coordination with the Clinical Quality, Compliance, and Operations leaders • Serve as liaison between clients and MRIoA’s quality management department as needed • Assist leadership in establishing and reporting quality metrics