Quality Control Specialist

Title: Quality Control Specialist

Location: El Paso, TX (ZIP code 79902)

Travel: None

Security Clearance: Public Trust

Schedule: This is an as needed Part-Time Essential Services Position, requiring approximately 40 hours per week, which will include nights, weekends, and/or holidays.

This position is subject to the Service Contract Act and is classified as non-exempt, which means you will be eligible for overtime.



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About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life.

The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested.

The KACE Way is our commitment to our employees, to our customers, and to our communities.

Join KACE and make a difference!

Job Summary: 

The Quality Control Specialist will monitor policy compliance, data integrity, and continuous improvement across call handling, documentation, and reporting.

In addition to conducting audits, completing scorecards, and assisting callers as needed, this role plays a key part in ensuring operational excellence and service quality.

Working in conjunction with other teams, this position will support the mission and aims of the Department of Health and Human Services, Administration for Children and Families, and Office of Refugee Resettlement.

In this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by answering calls, directing resources, and ensuring these vulnerable children receive the care and support they need.

Essential Functions and Responsibilities:


* Implement the call quality rubric and scorecards (greeting, verification, empathy, accuracy, mandatory reporting, proper referrals).


* Conduct audits of incident reports, cases, risk assessments, trafficking screenings, self-harm screening, safety plans, and other documentation, log deficiencies and verify case closure. 


* Identify deficiencies in documentation including unclear documentation, incorrect categories, and form completion, missed processes and/or follow-up.


* Review client database to ensure proper completion of required database updates.


* Elevate deficiencies identified in audits.


* Review PRS referrals for appropriateness, proper completion, and submission.


* Submit PRS referrals.


* Submit call notes to PRS providers for their active clients. 


* Answer and direct inbound calls, messages, emails, texts, etc.

from unaccompanied children and related parties.


* Provide appropriate information, resources, and guidance to callers...