Immigrants And Refugees
Quality Assurance and Monitoring Manager
posted March 28, 2023
Location: Manhattan
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Classification: Professional
Department: Refugee Resettlement, Immigrant and Refugee Services Division
Program / Contact:
Reports To: Associate Director of Resettlement
Position ID: 2003248
Pay Range: $65,000 - $70,000/year
Supervisory Responsibilities: No

Summary: The Refugee Resettlement Department provides social services, employment support and educational services to refugees and other immigrant populations in New York City and the Lower Hudson Valley. Under the direction of the Director and Associate Director of Resettlement, the Quality Assurance and Monitoring Manager will be responsible for systematizing and coordinating quality assurance efforts across multiple federally, state, local, and privately funded grants. Additionally, the Quality Assurance and Monitoring Manager will supervise sub-grants, including tracking, monitoring of performance and compliance, and evaluation, in coordination with sub-grant recipients and funding partners.

Essential Duties and Responsibilities including the following:

  • Provide oversight, monitoring, and evaluation for multiple sub-grants throughout NYC and the Lower Hudson Valley.
  • Assist in designing and writing sub-grant contracts in collaboration with funder, department directors, fiscal, legal and agency leaders.
  • Communicate accordingly to troubleshoot and respond to sub-grantees’ inquiries, build relationships across levels to respond to needs, answer questions, affirm deadlines, set expectations, and ensure requirements are met.
  • Develop and implement quality assurance processes and activities for all programs in the Refugee Resettlement department in accordance with the program guidelines, contractual requirements, performance goals, and best practices.
  • Synthesize and improve current system for quality assurance and provide ongoing feedback to program team members in a variety of modalities to effectively communicate needed changes and improvements according to program guidelines.
  • Keep up to date on all programmatic changes, including deadlines, use of database systems, and program deliverables, communicate effectively with staff to convey changes.
  • Collect and analyze findings from quality assurance efforts internally to prepare and support RR team for funder monitoring visits.
  • Design outcome and performance evaluative tools and create reports and presentations of trends and findings from quality assurance efforts across the RR department.
  • Partner with RR leadership and program staff to establish evaluation priorities for all program areas and the department overall.
  • Work across the department to identify and develop data collection gaps, goals, and processes.
  • Responsible for ensuring data is collected accurately using internal database systems, communicating to ensure necessary changes are made according to program guidelines.
  • Coordinate for both in-person and remote monitoring visits and desk reviews, including scheduling/agenda setting, preparation, communications, hosting, and follow up.


Education and/or experience required:

  • BA
  • At least five years of relevant experience in grants management and program evaluation.
  • Experience in programming areas including refugee resettlement, social services, youth and family services, and/or workforce development.

Skills, Licenses and/or competencies required:

  • Highly motivated self-starter with strong problem-solving skills combined with the proven ability to multi-task, prioritize duties, and manage time effectively.
  • Excellent organizational skills, communication (oral & written), and interpersonal skills.
  • Ability to manage deadlines and high-volume communication in a fast-paced environment, with strong attention to detail and administrative capacity.
  • Superior skills in Microsoft Office, SharePoint and Outlook; ability to utilize multiple database systems to document services and program tracking
  • Ability to work and communicate effectively and sensitively in a multicultural environment.

Position Type and Expected Hours of Work:

This is a full-time position that will require working with underserved communities in the New York metro area. Days and hours of work are generally 9:00AM-5:00PM Monday – Friday. Position requires minimal travel among offices primarily in Manhattan and Yonkers as needed. Rare weekend and evening hours, as needed to respond to client financial emergencies.

Working conditions and physical demands required:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Ability to travel regularly throughout the service delivery area using reliable transportation, traversing streets, ascending/descending stairs, and exposed to outside weather conditions.
  • COVID-19 Adjustment: Position will be onboarded remotely with a transition to in-person work depending on CDC and agency requirements at the time of onboarding. Updates to protocol are implemented on a regular basis.