Job Description

Description:

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

The Quality Improvement Manager is responsible for leading quality monitoring, evaluation, and continuous improvement efforts across Contact Center operations. This role focuses on ensuring service quality, consistency, and effectiveness through structured quality assurance processes, data analysis, and cross-functional collaboration.
Working closely with the Data Team and Contact Center leadership, the QI Manager transforms operational data into actionable insights, identifies trends and opportunities for improvement, and supports the implementation of system enhancements that strengthen service delivery and staff performance. This role also partners closely with the Training & Credentialing Manager to ensure quality findings inform training priorities and operational improvements, while maintaining clear ownership of quality systems and evaluation processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Quality Monitoring & Assurance

Design, implement, and maintain standardized quality assurance processes across all Contact Center service lines.
Monitor calls, chats, texts, and other service interactions to assess adherence to protocols, service standards, and best practices.
Develop and maintain quality scorecards, review tools, and evaluation frameworks aligned with organizational and accreditation standards.
Ensure consistency and fairness in quality review processes across programs and evaluators.

Data Analysis & Insights

Partner closely with the Data Team to define, track, and analyze key performance and quality metrics.
Analyze trends in service delivery, including call quality, response times, outcomes, and staff performance.
Translate data into clear, actionable insights and recommendations for operations and leadership.
Support development of dashboards and reporting tools that enhance visibility into Contact Center performance.

Continuous Improvement & Process Optimization

Identify systemic gaps, inefficiencies, and opportunities for improvement in Contact Center workflows and service delivery.
Lead and support continuous improvement initiatives that enhance quality, consistency, and client experience.
Collaborate with the Director of Contact Center Operations to implement process changes and monitor impact.
Ensure improvement efforts align with accreditation standards and organizational priorities.

Collaboration & Cross-Functional Alignment

Partner with the Training & Credentialing Manager to ensure quality findings inform training content, coaching priorities, and onboarding improvements.
Work with Program Managers and team leaders to support performance improvement efforts at the staff and team level.
Serve as a liaison between operations, data, and program teams to align quality, performance, and reporting systems.
Participate in cross-departmental initiatives to strengthen organizational effectiveness and service impact.

Requirements:

EDUCATION AND EXPERIENCE

Required:

Bachelor’s degree in Human Services, Public Health, Data Analytics, Organizational Leadership, or related field.
3–5 years of experience in quality improvement, quality assurance, or program evaluation.
Experience working with data, performance metrics, and reporting systems.
Experience in a contact center, behavioral health, or human services environment.
Must be a resident of the State of Michigan

Preferred:

Experience with crisis services, 2-1-1, or 988 systems.
Experience collaborating with data or analytics teams.
Experience leading process improvement or organizational change initiatives.

KNOWLEDGE / SKILLS / ABILITIES

Strong analytical skills with the ability to interpret data and identify trends.
Experience with quality assurance frameworks, evaluation tools, and performance monitoring.
Ability to translate complex data into clear, actionable recommendations.
Experience implementing or utilizing AI-enabled tools (e.g., speech analytics, predictive analytics, automated QA platforms) in a contact center or human services environment.
Strong collaboration and relationship-building skills across teams.
Excellent communication and presentation skills.
High attention to detail and commitment to fairness and consistency.
Proficiency in data systems, dashboards, and Microsoft Office.

WORK ENVIRONMENT

This position operates in a hybrid work environment with flexibility for on-site and remote work, depending on operational needs.

Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.

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Gryphon Place

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