Quality and Performance Manager

Keystone Human Services · Lancaster, PA

Keystone Human Services is seeking a full-time Quality and Performance Manager to lead quality assurance and continuous improvement efforts that strengthen services, outcomes, and operational performance. In this role, you will partner with operations and organizational leadership to support service-line improvement initiatives, promote data-informed decision-making, and help teams apply practical quality methodologies that drive meaningful change. This is an excellent opportunity for a collaborative leader who is passionate about using data, process improvement, and project management to advance mission-driven human services work.

Keystone Human Services offers a comprehensive benefits package, including medical, dental, and vision coverage, paid time off, holidays, retirement savings options (including 401(k) match), Employee Assistance Program (EAP), tuition reimbursement, professional development, and employee discount programs.

Job Details:

  • Full-time, Exempt

  • Hybrid schedule (one day each week in the Lancaster and Malvern offices, three days remote)

  • $60,000 per year (may increase based on experience)

Responsibilities Include:

  • Lead quality assurance and quality improvement efforts across assigned service lines and organizational initiatives

  • Provide consultation and ongoing support to teams in the use of quality methodologies such as process mapping, PDSA cycles, fishbone diagrams, and run or control charts

  • Coordinate, support, and monitor local improvement projects in partnership with operations and quality leadership

  • Help teams use operational, compliance, financial, and service data to inform decisions, identify trends, and improve performance over time

  • Engage and empower employees at all levels to participate in continuous improvement activities and problem-solving efforts

  • Partner with leaders across the organization to communicate priorities, align improvement work, and support implementation of enterprise initiatives

  • Represent the service line in meetings, provide reports as needed, and serve as a liaison between local operations and the quality department

Qualifications:

  • Bachelor’s degree and four years of progressive experience in administration, program management, or quality improvement within human services

  • Master’s degree preferred

  • Demonstrated experience working with teams on quality assurance and continuous improvement initiatives

  • Strong understanding of human services operations, licensing or regulatory expectations, and performance improvement practices

  • Ability to analyze data, identify trends, and translate findings into practical recommendations

  • Strong computer skills, including proficiency in Microsoft Office, specifically Excel

  • Strong written and verbal communication skills with the ability to collaborate effectively across all levels of the organization

  • Knowledge of project management principles and the ability to coordinate initiatives from planning through implementation

  • Valid driver’s license with daily access to a privately maintained and insured vehicle

  • Successful completion of the pre-employment process, including clearances and verifications

Keystone Human Services prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on any category protected by applicable federal, state, or local law.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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