Quality Assurance Manager

The Quality Assurance Manager protects and strengthens the quality of the client and caregiver experience at ANA Homecare LLC dba Home Helpers. This hands-on leadership role monitors service quality, investigates concerns, identifies root causes, resolves problems, and drives continuous improvement.

As a heart-motivated agency, we believe exceptional care begins with compassion, integrity, accountability, and a genuine commitment to improving the lives of the people we serve. The Quality Assurance Manager is responsible for helping ensure these values are consistently reflected in every client, family, caregiver, and team-member experience.

The successful candidate is a visible, relationship-oriented leader who can work confidently in client homes, support caregivers in the field, collaborate with office staff, and use data, feedback, and sound judgment to improve performance. This role requires strong problem-solving, service recovery, coaching, accountability, and follow-through, along with the ability to balance high standards with empathy and respect.

Essential Responsibilities

Quality Assurance and Continuous Improvement

Lead quality assurance efforts agency-wide, ensuring service delivery aligns with care plans, agency standards, client preferences, and Home Helpers’ heart-motivated approach to care.

Conduct scheduled and unscheduled quality visits, review documentation, monitor service activity, and identify quality trends, recurring issues, and operational gaps.

Develop and implement corrective-action and quality improvement plans, ensuring concerns are documented, communicated, followed through, and resolved.

Partner with leadership to strengthen standard operating procedures, improve consistency, and reinforce a heart-motivated culture of compassion, accountability, professionalism, integrity, and continuous improvement.

Responsible for maintaining records of all quality complaints, compiling key performance indicators (KPI), and ensuring active improvement of client and caregiver satisfaction surveys.

Help ensure that quality is measured not only through performance metrics, but also through the trust, dignity, respect, and peace of mind experienced by clients and families.

Client Satisfaction, Retention, and Service Recovery

Build trusted, heart-motivated relationships with clients, families, responsible parties, referral partners, caregivers, and care team members.

Proactive with client and family satisfaction calls, visits, and follow-ups to identify dissatisfaction, retention risks, caregiver compatibility concerns, and care-plan effectiveness issues early.

Lead service recovery when expectations are missed by investigating concerns, gathering information from all involved parties, identifying root causes, and developing practical, client-centered solutions.

Communicate corrective actions and next steps clearly, with empathy, urgency, professionalism, and sound judgment.

Follow up after resolution to confirm concerns have been addressed, confidence has been restored, and repeat issues are prevented.

Demonstrate that being heart-motivated includes listening carefully, taking ownership, responding promptly, and doing what is reasonably possible to restore trust.

Caregiver Experience, Coaching, and Leadership

Serve as a visible, accessible, and heart-motivated field leader and resource for caregivers.

Conduct caregiver check-ins, in-field observations, performance evaluations, and coaching visits focused on professionalism, reliability, documentation, communication, safety, and care-plan adherence.

Provide direct, respectful, solution-focused coaching when improvement is needed and reinforce strong caregiver performance.

Help caregivers understand how heart-motivated care is demonstrated through reliability, compassion, professional boundaries, communication, accountability, and attention to each client’s individual needs.

Partner with Human Resources and Scheduling to address caregiver concerns, reduce turnover risk, support engagement, and strengthen early retention.

Model calm, accountable, collaborative leadership during difficult conversations and challenging service situations.

Operational Partnership and Client Care Coordination

Assist with new-client consultations, onboarding, assessments, reassessments, care-plan development, and start-of-care preparation as assigned.

Assess client needs, preferences, home environment, safety considerations, caregiver requirements, and whether the agency can safely and appropriately meet the client’s needs.

Help ensure prospective clients and families experience a warm, professional, honest, and heart-motivated introduction to Home Helpers.

Partner with Scheduling, Human Resources, care management, caregivers, and leadership to solve staffing, continuity, communication, and service-quality challenges.

Support problem-solving during urgent service situations, difficult-to-staff cases, recurring call-offs, caregiver performance concerns, and dissatisfied-client situations.

Support caregiver recruiting, interviewing, community outreach, and new-hire engagement when needed to strengthen quality and workforce stability.

Help identify candidates who demonstrate both the skills and the heart-motivated qualities necessary to provide dependable, compassionate care.

Track, analyze, and report key quality indicators, including client satisfaction and retention, caregiver satisfaction and retention, complaints, incidents, service failures, care-plan compliance, documentation compliance, corrective-action completion, and continuity of care.

Maintain accurate, complete, and timely documentation in operational software including quality visits, client contacts, caregiver coaching, complaints, investigations, service-recovery activities, and follow-up actions.

Maintain confidentiality and comply with HIPAA, agency privacy expectations, and appropriate documentation practices.

Qualifications

Bachelor’s degree preferred in healthcare administration, business, social services, nursing, gerontology, quality management, organizational leadership, or related field.

A genuine passion for serving older adults, supporting caregivers, and contributing to a heart-motivated workplace is required.

Previous coaching, supervisory, team-leadership, performance-management experience required.

Experience in home care, healthcare, senior services, quality assurance, customer experience, service recovery, operations, or continuous improvement is strongly preferred.

Proficiency with Microsoft Office and the ability to learn scheduling and additional software is required.

Working knowledge of HIPAA, confidentiality, professional boundaries, and documentation standards.

Knowledge, Skills, and Abilities

Excellent problem-solving, critical-thinking, service-recovery, conflict-resolution, and accountability skills.

Effective communication, coaching, mentoring, and employee-development abilities.

Ability to remain calm, professional, and solution-focused during difficult situations.

Ability to lead with empathy while maintaining clear expectations and appropriate accountability.

Sound judgment, discretion, reliability, ownership, and follow-through when handling sensitive or confidential matters.

Physical, Travel, and Work Environment Requirements

Ability to sit, stand, walk, bend, and perform physical activities required during office and home visits.

Ability to travel frequently throughout Mequon, Milwaukee, Ozaukee Counties, and periodic travel to Burlington office; valid Wisconsin driver’s license, reliable transportation, and current automobile insurance required.

This hands-on, community-based leadership position includes work in the Mequon and Burlington offices, client homes, community settings, and other agency locations. Regular in-person presence is required, and the position is not intended to be remote.

Flexibility is required for occasional evening or weekend client visits, caregiver meetings, consultations, urgent service-recovery needs, community events, and assigned on-call phone-support rotation.

Our Heart-Motivated Commitment

• At ANA Homecare LLC dba Home Helpers, being heart-motivated means more than being kind. It means showing compassion while maintaining high standards, taking ownership when concerns arise, communicating honestly, following through on commitments, and treating every client, family member, caregiver, and coworker with dignity and respect. The Quality Assurance Manager is expected to model these behaviors, reinforce them throughout the organization, and help ensure they are visible in every aspect of the client and caregiver experience.