Job Description

PURPOSE:
The Director of QA Operations in the Preventive Services Department provides senior-level leadership and strategic oversight for all quality assurance, quality improvement, operations and program standards functions across the department. The Director holds primary accountability for building and sustaining a culture of compliance, data-driven practice, and continuous quality improvement, and provides direct supervision and direction to the Associate Director of QA/QI and the broader QA Operations team. This position reports to senior agency leadership and serves as the senior QA/Operations authority within Preventive Services.

The Director of QA Operations provides strategic and operational leadership for the Preventive Services quality assurance infrastructure, ensuring the department achieves consistently high levels of compliance with all applicable laws, regulations, and agency standards. The Director oversees the Associate Director of QA/QI and all QA Operations staff, sets departmental quality priorities, and serves as the principal liaison to agency leadership, the Corporate Compliance Program, and external regulatory bodies on all matters related to quality, compliance, and program improvement in Preventive Services.
SUPERVISORY SCOPE:
The Director of QA Operations holds direct supervisory authority over the following positions within Preventive Services QA Operations:

• Associate Director of QA/QI, Preventive Services (direct report)
• QA Specialists and QI Coordinators assigned to Preventive Services
• Data and reporting staff within the QA Operations unit, as assigned

The Director is responsible for hiring, onboarding, performance evaluation, professional development, and corrective action for all direct and indirect reports within the QA Operations team. The Associate Director of QA/QI functions under the Director’s direct authority and carries out day-to-day monitoring, audit coordination, and compliance support activities under the Director’s strategic direction.
RESPONSIBILITIES include but are not limited to:
• Provide strategic leadership and direction for all QA/QI and compliance operations within the Preventive Services Department, establishing departmental quality goals, priorities, and annual work plans.
• Directly supervise the Associate Director of QA/QI and the QA Operations team; provide guidance, performance feedback, and professional development to all supervised staff.
• Establish, maintain, and continuously improve the QA/QI infrastructure for Preventive Services, including audit frameworks, case review protocols, compliance monitoring systems, and performance improvement planning processes.
• Oversee and direct the internal mock audit and program review process for all Preventive Services programs; ensure audit findings are tracked, reported to leadership, and addressed through structured performance improvement plans.
• Lead the design and implementation of data-driven quality monitoring systems; analyze performance trends across the department and present findings with actionable recommendations to senior leadership.
• Serve as the senior QA representative for Preventive Services in agency-wide compliance initiatives, accreditation activities, and regulatory reviews; collaborate directly with the Corporate Compliance Program on cross-departmental compliance matters.
• Direct the development, review, and implementation of program policies and procedures for Preventive Services; ensure policies are current, compliant with all applicable regulations, and effectively communicated to program staff.
• Oversee the incident management process for Preventive Services in coordination with Compliance Directors and program leadership; ensure timely reporting and follow-through on incident reviews and corrective action.
• Lead the development and delivery of quality and compliance training for Preventive Services staff, including onboarding, case documentation standards, assessment and treatment planning, and regulatory updates.
• Oversee the administration of the agency’s audit recording systems, including report findings, performance improvement plans, and related documentation for all Preventive Services programs.
• Monitor and ensure departmental compliance with OCFS, ACS, and other applicable regulatory frameworks governing Preventive Services; develop internal mechanisms to communicate regulatory requirements and changes to affected staff.
• Oversee the request-for-information process for Preventive Services, identifying and implementing viable systems and software to support timely and accurate information management.
• Represent The Jewish Board and Preventive Services at relevant trade organization meetings, coalitions, regulatory forums, and external partner convenings (e.g., Coalition of Behavioral Health, IAC, SCCA).
• Collaborate with the team in the recruitment and development of QA Operations team members, fully utilizing a DEI lens; support and sustain an environment that fosters team member engagement and retention.
• Establish clear objectives for the QA Operations team tied to departmental and organizational strategic goals; monitor progress and report outcomes to senior leadership on a regular basis.
• Support the PowerDMS policy management system and other compliance and quality platforms as the senior operational lead for Preventive Services.
ADDITIONAL FUNCTIONS MAY INCLUDE:
• Special projects and strategic initiatives as assigned by agency leadership.
• Representation of Preventive Services in agency-wide QA and compliance workgroups.
CORE COMPETENCIES for the position include:
• Demonstrated leadership ability; able to provide clear vision, direction, and accountability to a multi-level team including an Associate Director and QA specialists.
• Strategic and analytical thinker with a strong data-driven orientation; able to translate quality data into actionable program improvement strategies.
• Strong verbal and written communication skills; adept at presenting compliance findings, quality reports, and strategic recommendations to all levels of agency leadership.
• Expert-level knowledge of quality assurance principles, audit methodology, performance improvement planning, and regulatory compliance in a human services context.
• Ability to operate effectively in a fast-paced environment while managing multiple complex initiatives with a clear focus on quality outcomes and regulatory accountability.
• Demonstrated ability to build and sustain a culture of compliance, continuous quality improvement, and data-informed practice across a large, complex department.
EDUCATIONAL / TRAINING / CERTIFICATION REQUIRED:
• Master’s degree required (MSW, LCSW, MBA, MPA, MPH, LCAT or closely related field).
• LCSW or LMSW or Licensed preferred candidates with a social work background.
• OMH and OPWDD approved Incident Special Investigations Training for Justice Center reportable incidents (preferred).
EXPERIENCE REQUIRED / LANGUAGE PREFERENCE:
• Minimum of 5–7 years of progressively responsible experience in quality assurance, compliance, or program management in a human services or social services setting.
• Minimum of 2 years of supervisory or management experience, including direct oversight of professional-level staff; prior supervision of an Associate Director or equivalent preferred.
• Demonstrated experience leading QA/QI functions within a Preventive Services, child welfare, or family services context strongly preferred.
• In-depth knowledge of OCFS, ACS, OPWDD, OMH, and other applicable regulatory frameworks governing Preventive Services programs in New York.
• Proven experience in policy development and implementation, audit design and coordination, and performance improvement planning.
• Prior experience with investigative techniques, regulatory interpretation, and program auditing required.
• Excellent organizational, project management, written, and verbal communication skills.
• Proven analytical, problem-solving, and strategic planning abilities.
COMMUNICATION SKILLS:
• Ability to articulate the agency’s philosophy, mission, and goals to a varied audience including frontline staff, program directors, senior leadership, and external partners.
• Ability to write high-quality reports, executive summaries, business correspondence, and policy documents for a wide audience.
• Ability to lead task forces, workgroups, and cross-functional meetings that may include all levels of management and program staff.
• Ability to respond to inquiries and complaints of a sensitive and confidential nature from consumers, regulatory agencies, union representatives, and other stakeholders.
• Ability to effectively present complex compliance and quality information to senior leadership and external audiences in both verbal and written formats.
• Ability to recognize the need for confidentiality and to maintain appropriate information security standards at all times.
COMPUTER SKILLS REQUIRED:
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Ability to quickly adapt to compliance management platforms, quality monitoring software, and database management systems.
• Experience with EHR systems and case management databases preferred.
WORK ENVIRONMENT / PHYSICAL EFFORT:
• Will be required to travel to and conduct site visits at Preventive Services program locations across the agency.
• Must be able to be flexible for audits, investigations, and unscheduled site reviews as needed.
If you join us, you’ll have these great benefits:
• Generous paid time off in addition to paid agency holidays and 15 sick days
• Affordable and high-quality medical/dental/vision plans
• Tuition assistance and educational loan forgiveness
• Free continuing education opportunities
• 403(b) retirement benefits and a pension
• Flexible spending accounts for health and transportation
• 27/7 Accessible Employee Assistance Program
• Life and disability insurance
Who we are:
The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us.

More on Equal Opportunity:

We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law.