Quality Assurance Coordinator

Quality Assurance CoordinatorUnder the supervision and direction of the Manager of Quality Planning and Assurance, the Quality Assurance Coordinator will support the crisis helpline workforce by ensuring the efficiency of Samaritans' quality assurance program for calls/text on all lines. This position will assist in monitoring crisis calls and Online Emotional Support (OES) conversations to ensure compliance with International Council for Helplines (ICH) standards and 988 Suicide & Crisis Lifeline policies.Key ResponsibilitiesQuality AssuranceComplete quality assurance assessments with volunteers and staff according to ICH standards and 988 Suicide & Crisis Lifeline requirementsEnsure all required internal documentation is accurate, timely, and completed according to ICH and 988 Suicide & Crisis Lifeline policiesWork alongside the Manager of Quality Planning and Assurance to identify and analyze trends in performance and retention and creates strategies to addressMaintains current knowledge of ICH and Vibrant best practices for 24/7 helplinesComplianceEnters quality assurance assessments in the Vibrant Exchange according to requirementsSupports compliance of regular silent monitoring, listening to recorded calls for helpline staff, volunteers and internsSupports compliance with OES by viewing text transcripts and live viewing of OES conversationsEnsures best practices are being met for call documentation in electronic data management systemMonitors the ongoing quality and consistency of befriending services provided by all volunteers and staffIdentifies and escalates to Manager of Quality Planning and Assurance when staff or volunteers are not complying with policies, procedures, and standardsTraining, Feedback, & Performance SupportAssist in sending performance feedback emails to staff and volunteersIdentifies staff and volunteer training needs based on quality assessments completedIdentify and recommend volunteer learning shift mentors and roleplay mentors to the Manager of Quality Planning, & AssuranceKey CharacteristicsMinimum of 1-2 years of professional experience in a social service or public health agency requiredExceptional attention to detailAbility to apply standardized QA criteria consistently and objectively across staff and volunteersAdept at identifying patterns, trends, and systemic issues across QA reviewsPrior quality assurance, coaching, or audit experience a plusAbility to work with sensitive information and maintain confidentialityStrong administrative and organizational skillsAbility to communicate, relate and interact effectively with others at all levels both inside and outside the organizationAdept at interacting with others in person, over the phone, on Zoom, or via emailMust be highly relational and able to build trusting relationships with volunteers that foster loyalty and commitment to the organizationAbility to interact and resolve conflict effectivelyAbility to work independently and collaboratively to maximize teamwork across the organizationProficiency in Word, Excel and PowerPoint requiredExperience with Salesforce or other Customer Relationships Systems preferredKnowledge of the field of suicide and suicide prevention a plusSpecial RequirementsSuccessful completion of the Befriender Training and completion of a weekly shift on the Helpline for 1 month after completion of trainingSupports Crisis Programs hiring by participating in interviewsSupport and attend Samaritans key fundraising eventsOther duties as assigned by supervisorSalary & BenefitsThe salary range for this position is $60K - $68K annually and will be determined based on experience and skill set.Employer matched 401(k) Plan (Safe Harbor Match- 100% up to 3%, plus 50% from 3- 5%)Short and Long-Term Disability coverage as well as Life Insurance -Premium paid by SamaritansLife Insurance coverage on individual employee benefits up to a maximum of $100,000.Health (85% of premium covered by Samaritans for individual plan), Dental (90% of premium covered by Samaritans for individual plan) and Vision insurance – 100% paid by employeeHealthcare FSA and Childcare DCA, Commuter Benefits and Employee Assistance ProgramPaid Family Medical Leave benefits- Premium paid by SamaritansGenerous Vacation (New hires start with 10 days), Sick (8 days) and Personal Time Off (5 days)14 paid holidays per calendar yearHybrid work schedule (2 days required in MA office/week) plus 6 fully remote work weeksMileage Reimbursement: provided for work-related travel to off-site trainings, conferences, and meetingsAnnual $300 professional development budget per employeeAbout SamaritansSamaritans, Inc. is a Massachusetts-based suicide prevention organization that offers free, confidential, and nonjudgmental services to all who need them. Each day, Samaritans answers hundreds of calls and texts through the 988 Suicide & Crisis Lifeline and Hey Sam, a peer mental health support textline for young people. Samaritans also offers support groups for those affected by suicide and training so anyone can learn to help those in crisis. Since 1974, Samaritans has answered more than 3.5 million calls and texts; educated 200,000 people to prevent suicide; supported 24,000 suicide loss survivors; and trained 6,500 volunteers to provide compassionate support. Samaritans is an Equal Opportunity Employer. To learn more about Samaritans, please visit: