Quality Assurance Manager

Quality Assurance Manager

Corporate Headquarters - Santa Clara, CA 95054

Overview

Salary Range $84,299.00 - $126,448.00 Salary/year Position Type Full Time Job Shift Day

Description

ABOUT LIFEMOVES

LifeMoves is the largest and most effective provider of housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing, supportive services, and building collaborative partnerships. With 40 programs, LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive, customized case management through site-based programs and community outreach.

POSITION PURPOSE

The Programs & Services Quality Assurance Manager (QAM) reports to the Director of Client Experience and ensures the consistency, compliance, and effectiveness of programs across the organization. This role is responsible for monitoring service quality, evaluating program outcomes, and supporting teams in meeting performance goals aligned with trauma-informed, strengths-based, and low-barrier practices. The QAM collaborates with leadership, program staff, and external partners to promote fidelity to the agency's program models, uphold service standards, and improve client outcomes through data-driven decision-making and staff development. The role also leads efforts to build and strengthen documentation systems that support accurate, consistent, and meaningful client records. This position serves as a connector between day-to-day operations and broader quality assurance systems, driving continuous improvement across all service lines. This management position plays a key role in supporting daily operations, safety, and overall program success. They model the agency's values by treating everyone with respect and care, creating a culture where clients and staff feel welcomed, empowered, and supported.

ESSENTIAL JOB RESPONSIBILITIES

Program Operations, Compliance, and Quality

• Ensure program services are safe, trauma-informed, welcoming, and effective.
• Partner with leadership to manage budgets, data, and other needs that support program goals.
• Support high-quality client services by modeling trauma-informed, strengths-based engagement and maintaining a small caseload as needed.
• Ensure staff documentation and service delivery meet accuracy and compliance standards.
• Ensure compliance with agency, funding, and regulatory requirements (e.g., HUD, Fair Housing).
• Support data collection, audits, and continuous improvement efforts.
• Build, refine, and support documentation systems that promote consistent, trauma-informed, and compliant case notes, assessments, and service tracking across all programs.
• Monitor program fidelity to organizational models, including trauma-informed care, harm reduction, and housing-first principles.
• Conduct regular program audits, file reviews, and walkthroughs to assess service quality and compliance with contractual and internal standards.
• Collaborate with Directors and Program Managers to address findings and implement improvement plans.
• Work with Impact & Learning team to analyze program data and trends to inform quality improvement strategies and staff training needs.
• Develop and maintain tools and protocols for quality assurance and documentation review.
• Provide coaching and technical assistance to staff around service delivery, documentation, and program standards.
• Support teams in implementing corrective actions and track progress toward resolution.
• Partner with training staff to align onboarding and ongoing training with quality benchmarks and emerging needs.
• Facilitate interdepartmental feedback loops to surface gaps and strengthen program impact.
• Participate in contract monitoring and audit preparation in coordination with Grants and Compliance teams.
• Promote a culture of transparency, accountability, and continuous learning.

Community and Stakeholder Partnerships

• Build and maintain strong relationships with community partners, businesses, and agencies.
• Represent LifeMoves professionally and help educate partners about programs and services.

General Agency Responsibilities

• Participate in agency-wide meetings, initiatives, and training programs as needed or directed including but not limited to partner meetings, board meetings and fundraising events
• Fully participate in all required trainings. This includes completing trainings by assigned deadlines, actively engaging during sessions, and applying what you learn to your daily work.
• Attend continuing education opportunities to grow expertise and uphold agency standards.
• Be available to work occasional evenings and weekends as needed or as schedule describes.
• Perform other duties as assigned to meet program and organizational needs.

SHIFT – This is a flexible, full-time leadership role supporting a 24/7 operation. The schedule will vary based on program needs and includes availability for evenings, holidays, and at least one weekend day, to ensure consistent program oversight. Additional hours or shifts may be required as operational and staffing needs demand.

Qualifications

QUALIFICATIONS

• Educational Requirements: Bachelor's Degree in related field required; or an Associate's Degree with 3-5 years of progressively responsible experience in related field. Related fields may include direct involvement in peer advocacy, community outreach, housing services or roles within the homelessness services field.
• Technology: Comfortable using technology, including phone and messaging systems, email, Microsoft and Google Suites, and databases to complete administrative tasks, case management, reporting, and tracking outcomes, and performance management software.
• Direct Service Experience: Minimum of three years in a leadership role within human or social services, supporting vulnerable populations.

Service Level Qualifications

• Care, Respect, Empathy: Demonstrates empathy, professionalism, and respect for all individuals. Emotional Regulation: Stays calm and supportive in stressful situations and uses de-escalation skills. Growth Mindset: Open to feedback and training in trauma-informed, harm-reduction, and client-centered care. Team & Independence: Works well independently and collaboratively. Documentation: Maintains clear documentation and organization. Organization/Prioritization: Organized, detail-oriented, and proactive.

Care Team Level Qualifications:

• Advocacy Skills: Advocates effectively across systems to secure client benefits and resources. Resource Identification & Research Skills: Identifies and connects clients to housing, employment, health, and social supports. Partnership Engagement: Builds collaborative relationships with partners and providers to strengthen client outcomes.

Program Management Level Qualifications:

• Delegation: Distributes tasks effectively to balance workload and ensure team accountability.
• Crisis Response: Responds calmly and effectively to crises using trauma-informed and de-escalation strategies to support staff and clients.
• Boundaries: Maintains and models healthy, professional boundaries demonstrating the importance of self-awareness, self-care, and sustainability in the human services field. Supports staff in doing the same through coaching, reflection, and strengths-based feedback. Helps staff recognize signs of boundary-crossing and develop strategies for maintaining personal and professional limits.
• Best Practices: Maintains familiarity with harm reduction, Mental Health First Aid, and other relevant best-practice approaches.
• Program Model and Philosophy: Consistently models agency values, program philosophy, and mission-aligned behaviors.
• Group Facilitation Skills: Confident leading group discussions or workshops that promote learning, collaboration, and empowerment. Uses group settings to foster learning, collaboration, and positive group dynamics.
• Public Speaking: Comfortable presenting to internal and external audiences (preferred).

COMPETENCIES

• Team Leadership and Supervision: Guides, supports, and motivates team members to achieve goals. Distributes tasks effectively to balance workload and ensure team accountability.
• Effective Communication: Effectively communicates professionally and appropriately, based upon the audience and circumstances. Communicates facts, ideas, and emotions effectively. Provides and responds to feedback maturely. Mentors and supports team members' career growth and skill development.
• Problem Solving & Decision Making: Demonstrates sound judgment by analyzing challenges, identifying root causes, and developing effective solutions. Balances short-term needs with long-term impact, involves the right stakeholders, and makes timely decisions that align with organizational priorities and values.
• Time Management and Reliability: Identifies team talent needs and prepares employees for future leadership roles. Identifies team talent needs and prepares employees for future leadership roles.
• Drives Organizational Culture: Building performance and potential by setting performance objectives, providing regular coaching and feedback, creating a learning environment, driving for results, tracking and evaluating performance, and creating relevant performance development plans with others.
• Client and Stakeholder Focus: Ensures teams deliver quality service to internal and external stakeholders.

SUPERVISORY RESPONSIBILITIES

N/A

TRAVEL REQUIREMENTS This position requires regular travel between agency sites, community partner locations, client service events, and internal and external meetings. As such:

• A valid [State] driver's license and reliable transportation are required.
• Must be able to travel throughout the Bay Area as part of regular duties.
• Mileage reimbursement is provided in accordance with agency policy.
• Occasional evening or weekend travel may be required to attend community events or support client services.
• Must maintain vehicle insurance as required by law and agency policy.

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with others in the workplace. The employee must frequently use hands or fingers and handle or feel objects, tools, or controls. The employee must frequently stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus.

COMPENSATION AND BENEFITS

This rewarding role offers a competitive annual base salary and an opportunity to participate in the LifeMoves benefits package.

LifeMoves is an equal opportunity employer (EOE) committed to building a culturally diverse staff representing the communities we serve. We provide equal employment opportunities to all individuals without regard to age, race, color, religion, sex, national origin, political affiliation, marital status, physical or mental disability (non-disqualifying), sexual orientation, membership or non-membership in an employee organization, personal favoritism, lived experiences or any other non-merit-based factor. Candidates who are bilingual/bi-cultural, of color, Native/Indigenous, with disabilities, who identify as LGBTQIA+, or who are members of other marginalized groups are strongly encouraged to apply. We aim to create and sustain inclusive, equitable, and welcoming environments where everyone can thrive.

This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of LifeMoves. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties, and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the job holder's responsibility.

If you require a disability accommodation during the application process, please contact the Human Resources Department at View phone number on click.appcast.io.