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Organization: DeafLEAD

Job Type: Full time, salaried excempt

Location: Remote 

Reports To: Manager of Best Practices and Quality Assurance 

Start Date: Oct 1st, 2026

Salary Range: 

Best Practice and Quality Assurance Specialist

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

DeafLEAD is seeking an experienced and compassionatefull-time Best Practice and Quality Assurance Specialist to join an exciting, supportive, and engaging team.  

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach. 

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting. 

DeafLEAD offers crisis services 24 hours a day, every day of the year.  

• Follow DeafLEAD's policies and procedures. Believe in DeafLEAD's philosophy and goals as stated in Summary of Organization. 
• Monitor and evaluate the quality of crisis service delivery by reviewing crisis line documentation, transcripts, and recordings to ensure compliance with organizational standards and 988 Lifeline requirements. 
• Evaluate and score assigned crisis interactions using established quality assurance tools and criteria to assess counselor performance and adherence to crisis intervention protocols. 
• Conduct quarterly quality review meetings with Crisis Counselors, or more frequently as needed, to discuss performance feedback and support continuous improvement. 
• Meet with counselors to review transcripts or recordings that have been flagged by internal quality assurance processes or by Vibrant Emotional Health for quality concerns. 
• Monitor counselor quantitative performance metrics, including answer rates and productivity reports, to identify performance trends and areas for improvement. 
• Provide individualized coaching, feedback, and structured coaching plans to counselors who are not meeting established quality or performance standards. 
• Collaborate with leadership and the Best Practices and Quality Assurance Manager to support quality improvement initiatives. 
• Participate in the development, coordination, and delivery of crisis line trainings to support staff skill development and reinforce best practices. 
• Assess situations identified during quality review that may require escalation and notify appropriate authorities when intervention is necessary. 
• Attend and actively participate in required meetings and training sessions. 
• Maintain compliance with all 988 Lifeline standards, organizational policies, and procedures, and required annual training requirements. 
• Support organizational operations by adhering to agency policies and procedures and performing additional related duties as assigned. 

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below). 
• Minimum age 18. 
• Must be able to pass a background check. 
• American Sign Language (ASL) fluency is preferred but not required. 
• Bachelor's degree or higher in psychology, social work, or a related field preferred, or an equivalent combination of education and relevant experience in crisis services, quality assurance, or performance evaluation required. 
• Minimum of 1-2 years of experience in crisis services or a related field required, including demonstrated proficiency in crisis intervention and documentation standards. 
• Demonstrated ability to analyze interactions, identify performance patterns, and apply evaluation criteria consistently. 
• Experience providing coaching, feedback, or performance evaluation, including the ability to deliver constructive feedback in a clear and professional manner. 
• Ability to interpret and apply quality assurance standards, scoring tools, or evaluation frameworks with consistency and accuracy. 
• Strong attention to detail and ability to identify discrepancies, risks, or deviations from protocol in written or recorded interactions. 
• Ability to maintain professionalism and neutrality when addressing performance concerns, including situations where staff may be defensive or resistant to feedback. 
• An ability to work with people of various backgrounds and identities (e.g., race, color, gender, ability, religion, veteran status, etc.). 
• Ability to remain calm and maintain objectivity when reviewing high-risk or complex crisis interactions, including those involving suicide risk or mandated reporting. 
• Ability to demonstrate empathy while providing direct, constructive feedback and maintaining accountability to quality standards. 
• Exceptional English writing and reading comprehension skills, including the ability to analyze written documentation and provide clear, actionable written feedback. 
• Proficiency in workplace technology (e.g., Microsoft Teams, SharePoint, Zoom, web-based systems) and ability to navigate, review, and document within multiple systems simultaneously. 
• Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended). 
• Applicants must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions. 

• Annual salary ranges between $50,000 - $55,000 based on education and previous experience. *External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
• Health, vision, and dental insurance 
• 401(k) retirement (SALARIED ONLY)
• Paid Time Off (sick, holiday, vacation, and personal)

This is a full-time, salaried, exempt position. Employees are expected to work a minimum of 40 hours per week, typically during standard business hours. Because DeafLEAD provides 24/7 crisis services, occasional work outside of standard business hours - including evenings, weekends, or extended hours - may be required to support coverage and organizational needs. 

Each employee will establish a "typical schedule" with their manager. When work is required outside of that schedule, employees should coordinate with their manager to adjust their hours as appropriate. Required meetings may occasionally take place outside of an employee's typical schedule. Flexibility, both on the part of the employee and the agency, is essential to ensure high-quality service delivery. 

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+. 

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a "need to know" basis and should not be used for personal benefit, disclosed, or released without prior authorization from management. 

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD's PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's PEO partner, is a "work for hire" and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AR, AZ, CO, DC, FL, GA, IA, IN, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI