Quality Assurance Specialist

WHY WORK FOR DFPS?

The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected — children, elderly, and people with disabilities — from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the citizens of Texas. DFPS is not only a qualifying organization for the Public Service Loan Forgiveness Program but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, longevity pay, generous paid leave, access to the Wellness program, lifetime retirement annuity, Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas.

Functional Title: Quality Assurance Specialist 
Job Title: Quality Assurance Spec III 
Agency: Dept of Family & Protectve Svc 
Department: Central Background Check Unit 
Posting Number: 6760 
Closing Date: 07/21/2025 
Posting Audience: Internal and External 
Occupational Category: Protective Services 
Salary Group: TEXAS-B-20 
Salary Range: $4,263.16 - $6,779.25 
Shift: Day 
Additional Shift:  
Telework:  
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4900 N LAMAR BLVD 
Other Locations:  
MOS Codes: No MOS Codes apply 
 
 
 

BRIEF JOB DESCRIPTION

Performs quality assurance work involving planning, developing, and administering internal quality assurance and compliance activities. Performs advanced (senior-level) quality assurance work. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

ESSENTIAL JOB FUNCTIONS (EJFs)

Develops and implements quality assurance programs.

• Researches and incorporates federal, state, and agency policies to establish quality assurance standards specific to background checks and risk assessments.
• Designs and maintains quality assurance review tools that will assess the quality and finding consistency of division assignments.
• Collaborates with leadership to set short- and long-term quality assurance goals that align with strategic objectives.

Plans and organizes case review assignments.

• Develops monthly and quarterly review schedules to ensure representative sampling of background check cases.
• Assigns review responsibilities to quality assurance team members based on workload and expertise.   
• Maintains tracking and organization around the reviews and assignment logs to ensure timely completion.

Conducts case and quality control reviews of programs.

• Reviews completed background check and risk assessment cases for accuracy, thoroughness, and adherence to policy.
• Compares case documentation against decision making criteria to ensure consistent application of guidelines.
• Verifies that all required checks (criminal, child abuse registry, etc.) are completed and appropriately documented.
• Ensures case outcomes align with supporting documentation and standards.
• Conducts ad hoc reviews as needed.

Verifies information received from case readings, sources, and clients.

• Follow up with staff or agencies when source information is unclear or incomplete.
• Create a system of first, second, and third level review process to ensure that the quality assurance review ratings are accurate and reliable.

Participates in corrective action planning and service improvement activities.

• Provides quarterly reports to management that identify trends/patterns found in case reviews for use by management in staff performance evaluations and corrective action planning.
• Provides additional quality assurance reviews when there is a correction action in place to assist management in evaluation, as needed.

Identifies cases for investigation of potential fraud and for potential recoupment and restitution.

• N/A

Reviews and analyzes cases, notes deficiencies, and extracts data to be verified; collects performance data; identifies adverse trends; and determines compliance with service delivery standards, program requirements, and policies and procedures.

• Identifies patterns of recurring deficiencies (i.e. missing documentation, misclassification of risk, etc.).
• Extracts and compiles quality assurance metrics, such as error rates, turnaround times, and case closure accuracy.
• Analyzes data to uncover systemic barriers or procedural inefficiencies impacting quality.

Documents review findings.

• Utilizes a quality assurance review tool to document all findings during the review process.
• Stores the completed quality assurance review tools in a centralized location (share drive or sharepoint) that can be easily located and reviewed by management.  
• Compiles a quarterly report for leadership that documents the review findings and identified trends.

Communicates final determination of case review to appropriate staff.

• Drafts clear review findings for staff and management.
• Participates in case debriefs or post review consultations to provide clarification and support learning.
• Escalates significant findings to management.

Analyzes quality control error findings for trends or patterns.

• Conducts statistical analysis of quality assurance findings across time periods, regions, or programs.
• Identifies high risk areas requiring targeted training or policy revisions.
• Develops visual reports (charts/dashboards) to present trends to leadership and stakeholders.

Recommend appropriate changes in service delivery.

• Identifies trends/patterns through quality assurance reviews.
• Recommends changes for process improvement of the background check process, as needed.

Provide input on the development of quality control policies, procedures, and standards.

• Develops and maintains quality assurance protocols and procedures.
• Researches and recommends quality assurance techniques and standards to implement.

Explain quality control findings and assist in the development of corrective action plans.

• Explains to background check managers quality assurance review results.
• Provide training on the program’s quality assurance process.
• Assists with additional quality assurance reviews for staff at management discretion, as needed.

Explain quality control policies and procedures.

• Writes and maintains internal quality assurance procedures manual.
• Writes and maintains a frequently asked questions document for staff.
• Collaborates with background check program specialists to maintain and update the resource guide.

Review quality control case readings.

• Conducts quality assurance reviews of the background check unit assignments for various populations for consistency and policy alignment.
• Assess staff adherence to standardized assessment frameworks and decision trees.
• Ensures risk assessments reflect thorough evaluation of all relevant information.
• Checks that cases flagged for secondary review were properly escalated and resolved.

Ensure the timely and ongoing transmittal of completed reviews.

• Conducts monthly reviews of an established workload.
• Provides quality assurance reviews results to the background check managers monthly.

Receive case samples selected from various programs, assign cases to staff, and monitor the review process.

• Pulls the case sample from the DFPS Data Warehouse, division tracking mechanisms, and DRIT requests.
• Assigns sample for review to staff designated by management
• Maintains organized assignment logs.

Assess quality control reviews for accuracy and compliance with federal and state requirements.

• Verifies quality assurance reviewers are applying standards uniformly across case types and populations.
• Monitors compliance with federal and state background check mandates.
• Provides feedback to staff on review accuracy, highlighting both strengths and areas for improvement.

Assess and edits referrals for errors found in cases.

• Develops a system to notify leadership of errors found in the review process.  
• Notifies leadership if errors are found during the review based on the process developed.

Develop and conducts staff training as new program policies and procedures are implemented or new programs are mandated by the federal government.

• Develops quarterly inter-rater reliability type activities for the background check units based on trends identified.
• Collaborates with background check managers and leads to develop and conduct trainings as identified during quality assurance reviews.
• Collaborates with background check managers and leads to develop and conduct trainings on new policy or procedures.

Review trends and resolves problems regarding the methods of quality control operations or procedures.

• Identify/Analyze trends and patterns found in the quality assurance review results.
• Develops quarterly inter-rater reliability type activities for the background check units based on trends identified.
• Makes recommendations to the background check managers and Director on procedures that may resolve quality concerns.

Prepare reports and maintains records of operations.

• Develops and prepare quarterly reports of review results that incorporates trend analysis for the Background Check Management Team and Director.
• Prepares reports for the executive team and legislature as requested.
• Maintains records of the quality assurance reviews and reports in the share drive or SharePoint site.

Performs related work as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of federal and state program policies and laws related to background checks policies and quality control procedures.

Skill in interviewing, in analyzing data, and in the use of a computer and applicable software.

Skill in effective verbal and written communication. Skill in establishing and maintaining effective working relationships. Skill in organizing and presenting data.

Ability to apply program and quality control policies and procedures; to ensure compliance with state and federal regulations; to select, analyze, and evaluate information from case records in relation to eligibility criteria; and to communicate effectively.

Ability to plan, coordinate, and administer quality control program activities; and to identify problems and develop solutions. Ability to analyze data to determine trends and patterns. Ability to prepare comprehensive and accurate reports. Ability to prioritize and manage multiple responsibilities and projects.

Ability to oversee and/or supervise the work of others.

REGISTRATIONS, LICENSURE REQUIREMENTS OR CERTIFICATIONS

N/A

INITIAL SCREENING CRITERIA

Experience in social service quality assurance reviews, auditing, investigating work, or background check work. Graduation from an accredited four-year college or university with major coursework in social work or a related field is generally preferred. Experience and education may be substituted for one another.

ADDITIONAL INFORMATION:

Position is potentially eligible for telework or a hybrid telework scheduled as allowed in policy.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files. 

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS/DFPS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.