Hi, I’m
Jennifer Fletes
Avondale,AZ
Work Preference
Summary
Quality management professional with robust background in driving process improvements and ensuring compliance with industry standards. Strong focus on team collaboration and achieving results, consistently adapting to changing needs. Skilled in quality assurance, risk management, and operational efficiency. Known for reliability, leadership, and strategic vision.
Overview
6
years of professional experience
1
Certification
Work History
VisionQuest
Director of Quality & Compliance
11.2024 - 12.2025
Job overview
- Lead organization-wide quality assurance and compliance activities across multi-state programs operating under federal and state regulatory requirements, including the development, review, implementation, and ongoing governance of quality-related policies and procedures to ensure regulatory alignment.
- Design and maintain Excel-based quality tracking tools, dashboards, and scorecards to monitor compliance trends, service quality, and performance outcomes, ensuring alignment with internal policies, procedures, and regulatory standards.
- Analyze quantitative and qualitative data to identify compliance risks, policy gaps, and improvement opportunities; translate findings into actionable recommendations, policy updates, and procedural enhancements.
- Prepare executive-level reports, visual summaries, and presentations to support leadership decision-making, policy approval, implementation planning, and quality improvement initiatives.
- Developed and implemented quality assurance protocols, ensuring compliance with industry standards.
- Collaborated with cross-functional teams to resolve quality issues, enhancing customer satisfaction and loyalty.
- Oversaw internal audits to ensure adherence to regulatory requirements and organizational policies.
- Built strong partnerships with key stakeholders, enabling increased collaboration on problem-solving efforts and overall process improvements.
VisionQuest
Chief Administrator
05.2024 - 11.2024
Job overview
- Coordinated cross-functional efforts to ensure program operations aligned with quality, compliance, and regulatory requirements.
- Reviewed program documentation, performance data, and operational indicators to assess quality and identify areas for improvement.
- Prepared summary reports and guidance materials translating quality findings into clear, actionable direction for leadership and staff.
- Directed administrative operations to enhance departmental efficiency and streamline workflows.
- Implemented strategic planning initiatives, aligning resources with organizational goals.
VisionQuest
Assistant Director of Compliance
07.2023 - 05.2024
Job overview
- Supported quality assurance and compliance monitoring through audits, data review, and performance tracking activities, including reviewing policies and procedures for regulatory compliance and operational effectiveness.
- Analyzed audit findings and quality data to support corrective action planning, policy revisions, and continuous quality improvement (CQI) efforts.
- Developed standardized tracking tools and reporting templates to improve consistency and visibility of quality metrics, supporting policy adherence and standardized implementation across programs.
- Developed and implemented strategic initiatives to enhance operational efficiency within team.
- Led cross-functional teams to streamline project workflows and improve collaboration.
Compass Connections
Case Management Specialist
12.2022 - 07.2023
Job overview
- Reviewed case documentation and service delivery records to ensure adherence to quality and compliance standards.
- Coordinated care plans to ensure alignment with client needs and organizational standards.
- Conducted comprehensive assessments to identify barriers and resources for clients.
Southwest Key Programs
Assistant Program Director
12.2020 - 08.2022
Job overview
- Led quality monitoring, audit preparation, and compliance review activities for federally regulated programs.
- Analyzed performance and compliance data to identify trends, risks, and improvement opportunities.
- Managed development and tracking of corrective action plans in response to audit findings and oversight reviews.
- Led program development initiatives to enhance service delivery and client outcomes.
- Coordinated training sessions for staff, ensuring adherence to best practices and compliance standards.
- Facilitated cross-departmental collaboration to align program goals with organizational objectives.
Southwest Key Programs
Regional PSA Compliance Manager
04.2020 - 12.2020
Job overview
- Oversaw quality assurance and data monitoring across multiple programs in Arizona and California.
- Compiled and analyzed recurring compliance and quality reports to support leadership oversight.
- Led compliance audits to ensure adherence to federal and state regulations.
- Developed and implemented training programs for staff on compliance policies and procedures.
Southwest Key Programs
Quality Assurance Specialist
08.2019 - 04.2020
Job overview
- Conducted program evaluations using federal, state licensing, accreditation, and internal quality standards.
- Supported root cause analysis and data-driven quality improvement initiatives.
- Acted as a policy gatekeeper, coordinating the organization, regulatory review, updates, publication, and implementation of policies and procedures in compliance with applicable federal and state standards.
- Conducted thorough audits of case files to ensure adherence to organizational standards and regulations.
Education
Arizona State UniversityTempe, AZ
Bachelor of Arts from Psychology
12.2017
Skills
- Quality Assurance & CQI
- Audit & Monitoring
- Corrective Action Plans (CAPs)
- Data Analysis & Reporting
- Excel (Pivot Tables, Formulas)
- Dashboards & Trend Analysis
- Process Improvement
- Technical Writing
- Cross-Functional Collaboration
- Quality risk assessment
- Quality assurance techniques
- Corrective and preventive actions
- Operational excellence
Certification
- Writing Policies & Procedures
- Lean Six Sigma Yellow Belt
- Certified Investigator, Level One
- Root Cause Analysis
Languages
Spanish
Timeline
Director of Quality & Compliance
VisionQuest
11.2024 - 12.2025
Chief Administrator
VisionQuest
05.2024 - 11.2024
Assistant Director of Compliance
VisionQuest
07.2023 - 05.2024
Case Management Specialist
Compass Connections
12.2022 - 07.2023
Assistant Program Director
Southwest Key Programs
12.2020 - 08.2022
Regional PSA Compliance Manager
Southwest Key Programs
04.2020 - 12.2020
Quality Assurance Specialist
Southwest Key Programs
08.2019 - 04.2020
Arizona State University
Bachelor of Arts from Psychology