Under the direction of the Energy Services Director, the Quality Assurance Manager will be responsible for the effective management of the Quality Assurance Unit, Partnership Sites, Energy Training unit and the Call Center. The QA Manager will maintain responsibility to collect and evaluate data for State and Federal compliance. This position will recommend and implement process improvements and efficiencies.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Evaluates data collected regarding customer service issues from the field, Call Center, Partner Site Help Desk, website and other sources.
Conducts assessments, analyzes results and formulate recommendations for productivity improvements.
Conducts internal audits as required and requested.
Leads efforts to update and maintain program policy and internal procedure manual.
Works in conjunction with Energy Managers to review and draft response to monitoring letters.
Develops and oversees quality control strategy that supports departmental goals and organization’s mission.
Writes, revises, updates and ensures compliance with Energy Services SOPs.
Maintains responsibility for data collection and the maintenance of Energy Services’ QMS (Quality Management System) that supports continuous improvement in processes, procedures, and SOPs.
Makes recommendations to mitigate or eliminate risks and threats that impact quality and compliance.
Ensures quality control of all delivery of services including intake and processing.
Sets operational and/or performance goals for the Energy Services QA Department that are aggressive, achievable and long-term.
Manages efforts to identify training needs through assessment.
Leads efforts in developing/revising training content and delivery methods.
Maintains responsibility for the daily oversight of the Call Center and the Partner Site Help Desk.
Manages training, technical assurance, auditing and quality assurance actions to ensure Energy Services applications, file management and record keeping are in full compliance with federal/state regulatory and procedural compliance.
Conducts preparatory, initial and follow-up meetings to establish an understanding of the standards.
Ability to pay close attention to detail.
Excellent communication skills - verbal and written.
Strong data collection, management and analytical skills.
Excellent problem analysis and problem solving skills.
Strong planning and organizing skills.
Ability lead and develop a staff.
Bachelor’s degree, Business, Public Policy, Social Work, Political Science, Government, or related discipline or equivalent experience required.
Minimum of five years’ experience with an Energy Assistance programs or social service organization; and a minimum of three years of successful supervisory, managerial and/or compliance experience.
Strong computer skills including Microsoft Office and databases, particularly in state systems such as LIHEAP.NET or STARS.
Proven track record of improving program processes as well as customer service in the not-for-profit sector.
Preferred Education and Experience
Knowledge of OMB Circulars, State and Federal LIHEAP policy.
One of the largest private, non-profit Community Action Agencies in the country, CEDA serves more than 500,000 Cook County residents annually. Thirty programs and services are offered in the areas of children and family services, community and economic development, education, emergency assistance, employment and training, energy conservation and services, health and nutrition, housing and senior s...ervices. It is CEDA's mission to empower individuals, families and communities in attaining self-sufficiency. CEDA is an Equal Opportunity Employer