Quality Assurance Coordinator

Reports To

Manager of Quality Planning and Assurance

About The Position

Under 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 Responsibilities

Quality Assurance

• Complete quality assurance assessments with volunteers and staff according to ICH standards and 988 Suicide & Crisis Lifeline requirements
• Ensure all required internal documentation is accurate, timely, and completed according to ICH and 988 Suicide & Crisis Lifeline policies
• Work alongside the Manager of Quality Planning and Assurance to identify and analyze trends in performance and retention and creates strategies to address
• Maintains current knowledge of ICH and Vibrant best practices for 24/7 helplines

Compliance

• Enters quality assurance assessments in the Vibrant Exchange according to requirements
• Supports compliance of regular silent monitoring, listening to recorded calls for helpline staff, volunteers and interns
• Supports compliance with OES by viewing text transcripts and live viewing of OES conversations
• Ensures best practices are being met for call documentation in electronic data management system
• Monitors the ongoing quality and consistency of befriending services provided by all volunteers and staff
• Identifies and escalates to Manager of Quality Planning and Assurance when staff or volunteers are not complying with policies, procedures, and standards

Training, Feedback, & Performance Support

• Assist in sending performance feedback emails to staff and volunteers
• Identifies staff and volunteer training needs based on quality assessments completed
• Identify and recommend volunteer learning shift mentors and roleplay mentors to the Manager of Quality Planning, & Assurance

KEY CHARACTERISTICS

• Minimum of 1-2 years of professional experience in a social service or public health agency required
• Exceptional attention to detail
• Ability to apply standardized QA criteria consistently and objectively across staff and volunteers
• Adept at identifying patterns, trends, and systemic issues across QA reviews
• Prior quality assurance, coaching, or audit experience a plus
• Ability to work with sensitive information and maintain confidentiality
• Strong administrative and organizational skills
• Ability to communicate, relate and interact effectively with others at all levels both inside and outside the organization
• Adept at interacting with others in person, over the phone, on Zoom, or via email
• Must be highly relational and able to build trusting relationships with volunteers that foster loyalty and commitment to the organization
• Ability to interact and resolve conflict effectively
• Ability to work independently and collaboratively to maximize teamwork across the organization
• Proficiency in Word, Excel and PowerPoint required
• Experience with Salesforce or other Customer Relationships Systems preferred
• Knowledge of the field of suicide and suicide prevention a plus

SPECIAL RMENTS

• Successful completion of the Befriender Training and completion of a weekly shift on the Helpline for 1 month after completion of training
• Supports Crisis Programs hiring by participating in interviews
• Support and attend Samaritans key fundraising events
• Other duties as assigned by supervisor

Salary & Benefits

The 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 Samaritans
• Life 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 employee
• Healthcare FSA and Childcare DCA, Commuter Benefits and Employee Assistance Program
• Paid Family Medical Leave benefits- Premium paid by Samaritans
• Generous Vacation (New hires start with 10 days), Sick (8 days) and Personal Time Off (5 days)
• 14 paid holidays per calendar year
• Hybrid work schedule (2 days required in MA office/week) plus 6 fully remote work weeks
• Mileage Reimbursement: provided for work‑related travel to off-site trainings, conferences, and meetings
• Annual $300 professional development budget per employee
• Out of state applicants will be required to relocate to Massachusetts with months of employment and also work the same hybrid schedule as all employees.

Samaritans is an Equal Opportunity Employer.