**Role & seniority: ** Quality Assurance Manager (hands-on leadership; relationship-focused)

**Location & work type: ** Mequon, Milwaukee, Ozaukee Counties (with occasional travel to Burlington, WI); field-based role with travel required

**Stack/tools: ** Microsoft Office; able to learn agency software; use of visit/observation and quality monitoring processes

**Top 3 responsibilities: **

Lead agency-wide quality assurance initiatives (monitor trends, recommend improvements)
Conduct client visits and caregiver observations; assess service quality
Investigate concerns, lead service recovery, and coach caregivers/support field execution

**Must-have skills: **

Previous supervisory/coaching/leadership experience
Strong communication, problem-solving, conflict resolution, and coaching skills
Proficient with Microsoft Office; ability to learn agency software
Valid WI driver’s license, reliable transportation, current auto insurance; ability to travel locally

**Nice-to-haves: **

Bachelor’s degree (preferred) in healthcare/admin/social services/gerontology/quality management/organizational leadership or related field
Prior experience in home care, healthcare, senior services, quality assurance, customer experience, or operations

Full Description

Description

Protect the quality of care. Strengthen the caregiver experience. Make a meaningful impact every day.

At Home Helpers Home Care, exceptional care starts with compassion, integrity, accountability, and a genuine commitment to improving the lives of the people we serve. We're looking for a hands-on, relationship-focused Quality Assurance Manager to help ensure every client and caregiver receives the highest level of service.

This leadership role works closely with clients, caregivers, and our office team to monitor service quality, resolve concerns, coach caregivers, improve processes, and drive continuous improvement across our agency.

Requirements

What You'll Do

Lead agency-wide quality assurance initiatives Conduct client visits and caregiver observations Investigate concerns and lead service recovery efforts Coach and support caregivers in the field Build strong relationships with clients, families, and staff Monitor quality trends and recommend process improvements Partner with leadership to strengthen service delivery and client satisfaction

Qualifications

Bachelor's degree preferred in Healthcare Administration, Business, Nursing, Social Services, Gerontology, Quality Management, Organizational Leadership, or a related field Previous supervisory, coaching, or leadership experience required Home care, healthcare, senior services, quality assurance, customer experience, or operations experience strongly preferred Strong communication, problem-solving, conflict resolution, and coaching skills Proficient with Microsoft Office and able to learn agency software Valid Wisconsin driver's license, reliable transportation, and current auto insurance required Ability to travel throughout Mequon, Milwaukee, Ozaukee Counties, with occasional travel to Burlington

HHW212