REPORTS TO
Manager of Quality Planning and Assurance

ABOUT THE POSITION
Under the supervision and direction of the Manager of Quality Planning and Assurance, the Quality Assurance Coordinator will support the crisis helpline workforce by ensuring the efficiency of Samaritans' quality assurance program for calls/text on all lines. This position will assist in monitoring crisis calls and Online Emotional Support (OES) conversations to ensure compliance with International Council for Helplines (ICH) standards and 988 Suicide & Crisis Lifeline policies.

KEY RESPONSIBILITIES
Quality Assurance
• Complete quality assurance assessments with volunteers and staff according to ICH standards and 988 Suicide & Crisis Lifeline requirements
• Ensure all required internal documentation is accurate, timely, and completed according to ICH and 988 Suicide & Crisis Lifeline policies
• Work alongside the Manager of Quality Plannin...