Regional Quality Assurance Coordinator – (RN) Full Time

Position Summary: The Regional Quality Assurance Coordinator (Regional QAC) is the regional leader responsible for ensuring Nurse Aide Evaluator (NAE) quality, regulatory compliance, and operational excellence across all CNA testing environments within an assigned region. This role combines regional oversight, team support, training coordination, audit and performance management, change implementation, NAE recruitment and retention, and issue resolution to enhance the overall evaluator and candidate experience. The Regional QAC leads a team of Quality Assurance Auditors (QAAs), collaborates closely with Nurse Aide Evaluators (NAEs), and partners cross-functionally with Scheduling, Training, Test Site Operations, Contact Center/Program Management, and Human Resources. The QAC ensures that all evaluators within the region are trained, supported, audited, and held accountable to Credentia’s standards of excellence in assessment delivery.

Essential Duties and Responsibilities: The essential duties of the position include the following. Other duties may be assigned.

Regional Oversight & Communication

1. Serve as the regional escalation point for evaluator, site, or testing issues that require quality oversight or intervention.
2. Lead weekly or bi-weekly staff meetings with full-time QAAs/NAEs and regional support staff to align priorities, share updates, and discuss operational challenges.
3. Host monthly town hall meetings with all NAEs and QA staff to reinforce expectations, communicate changes, and promote engagement, accountability, and quality.

Evaluator Onboarding & Development

1. Actively participate in recruitment and retention of the NAE workforce.
2. Oversee the complete onboarding lifecycle for new evaluators, including:
3. Virtual orientation (in coordination with the Training Team)
4. System training and certification in CNA testing protocols
5. Observation and co-facilitated exams (in collaboration with QAAs)
6. Track onboarding milestones and evaluator readiness using standardized metrics.
7. Provide continued mentorship and communication during the first 90-days and beyond to ensure success and compliance.

Audits & Quality Monitoring

1. Schedule, conduct, and assign routine NAE audits (both live and remote) to evaluate protocol adherence and professionalism.
2. Conduct site audits to verify testing location readiness, accessibility, and compliance with safety and operational standards.
3. Use audit results to identify trends, issue feedback or corrective actions, and support coaching and remediation efforts.
4. Maintain accurate records of audit outcomes, including flags, follow-ups, and improvements.

Disciplinary & Corrective Action

1. Oversee and administer disciplinary and corrective action processes for QAAs and NAEs.
2. Respond to violations, repeated deficiencies, or unresolved audit issues with appropriate accountability measures.
3. Collaborate with HR and QA leadership to ensure fairness, consistency, and documentation integrity throughout the process.
4. Monitor and close out corrective action plans to ensure sustained evaluator improvement.

Grievance & ADA Accommodation Management

1. Manage and resolve evaluator and candidate grievances, including complaints about professionalism, testing protocols, and assessment irregularities.
2. Coordinate with internal teams to oversee ADA accommodation requests and ensure proper implementation.
3. Ensure timely case resolution, maintain documentation, and escalate as needed.
4. Track and analyze grievance and accommodation trends for ongoing quality improvement.

Performance Tracking & Reporting

1. Monitor evaluator performance using internal dashboards, audit data, and the evaluator performance rating system.
2. Support and apply the GIS-based deployment model to improve workforce planning and evaluator coverage.
3. Prepare and submit weekly and bi-weekly performance reports summarizing regional metrics, onboarding progress, audit outcomes, grievances, and escalations.

Cross-Functional Collaboration

1. Partner with Scheduling and Test Site Operations to ensure appropriate evaluator deployment in high-volume and underserved areas.
2. Collaborate with the Training team to align evaluator onboarding content and QA-led shadowing activities.
3. Contribute to national initiatives such as SOP implementation, evaluator communications, and operational process enhancements.

Testing & Candidate Evaluation Support

1. Serve as an active NAE as needed, including conducting assessments, observing candidate skills demonstrations, virtual skills and supporting test-day delivery. Providing last-minute and mass event coverage for critical events.
2. Ensure all evaluations comply with National Nurse Aide Assessment Program® (NNAAP®) criteria and state-specific regulations.

Other Responsibilities

1. Provide logistical and administrative support during testing events, including candidate check-ins and documentation accuracy.
2. Collaborate with Client Relationship Managers, Program Specialists, and Operations teams as necessary.
3. Perform additional duties and special projects as assigned by leadership.
4. Virtual Skills administration

Supervisory Responsibilities

This role directly supervisors QAA and NAE providing regional leadership and mentorship to QAAs and NAEs, ensuring high standards in evaluation delivery and quality assurance.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

1. Bachelor’s degree in nursing or equivalent nursing diploma.
2. Active Registered Nurse (RN) license in good standing; compact or multi-state licensure preferred.
3. Minimum one (1) year of nursing experience, long-term care, or care of the chronically Ill.
4. Proven track record of audit excellence

Technical Skills:

Proficient in Microsoft Office Suite, including Word, Excel, and Outlook; Skilled in using web platforms, mobile/tablet technology, and proprietary systems (e.g., TSM, GIS, Paychex); and Ability to learn new digital platforms and tools quickly

Soft Skills & Competencies:

Excellent verbal and written communication skills; Strong organizational, critical thinking, and problem-solving abilities; Effective trainer, coach, and documentarian; and Comfort with enforcing policy while maintaining professionalism and empathy

Work Environment & Travel

This is a full-time, on-site role based in Lake Mary, Florida, with extensive regional travel (up to 70%). The QAC must be available to support testing events that may require overnight stays, early mornings, evenings, or weekend travel. Work is performed in office, healthcare, training, and remote testing environments, requiring flexibility to operate across settings. This role includes physical activity, including standing for long periods, lifting materials up to 50 lbs., and using digital tools while mobile.

Leadership Expectations

The Regional QAC is expected to be both a strategic thinker and a tactical executor, capable of leading by example while driving high-quality standards in field operations. They will model Credentia’s values, cultivate accountability, and foster a culture of transparency, inclusion, and continuous improvement across their region.

ISO Privacy & Compliance

This position requires a firm commitment to data privacy, confidentiality, and regulatory compliance. The Regional QAC must handle all sensitive evaluator and candidate data in accordance with company policy, HIPAA, GDPR, and all applicable state and federal regulations.