Minnesota Aging Pathways Contact Center Quality Assurance Analyst
Trellis, a nonprofit based in Minneapolis, MN, is looking to hire a full-time (40 hours/week) Minnesota Aging Pathways Quality Assurance Analyst. Do you enjoy analyzing data and improving service quality? Are you passionate about enhancing the experience of older adults and caregivers? Would you like to join a mission-driven organization that values collaboration and continuous improvement? If so, please read on! Why work for us? We have -
- Competitive salary of $31.50 - $36.55/hour depending on qualifications
- Amazing time off benefits – 20+ days of paid time off (PTO) a year, plus 10 paid holidays
- Retirement benefits - with a 5% salary match starting day one of employment
- Onsite Fitness Center
- An inclusive, welcoming, and positive environment where collaboration, learning, and having fun at work is the norm
- A comprehensive and competitive benefits package with medical, dental, life, and disability plans for full-time employees (30 hours/week for FT employees), employer fully paid MN PFML
- A highly engaged and professional staff with leaders who listen, care, and are supportive
- A reputation for being innovators and thought leaders with a commitment and a track record of improving the lives of all older adults
Additionally, we pay for professional license renewals and continuing education units (CEUs). If this sounds like the right opportunity for you, apply today A DAY IN THE LIFE OF A QUALITY ASSURANCE ANALYST In this role, you will help ensure high-quality service delivery across the Minnesota Aging Pathways Contact Center and Resource Coordination programs. You will evaluate staff interactions and audit documentation to ensure compliance and performance standards are met. You'll analyze data and key performance indicators (KPIs) such as quality scores, productivity, and customer feedback to identify trends and opportunities for improvement. Working closely with supervisors and training staff, you will support coaching and develop targeted improvement plans. Additionally, you will create dashboards, scorecards, and reports that provide actionable insights, and make recommendations to enhance service delivery systems. To maintain operational awareness, you will also handle a limited number of incoming calls each month. QUALIFICATIONS
- Bachelor's degree in human services or a related field (or equivalent experience)
- 2+ years of experience in quality assurance, contact center operations, case management, or data analysis
- Strong analytical, problem-solving, and communication skills
- Ability to interpret data and provide actionable insights
- Experience working with older adults, caregivers, or long-term services and supports preferred
WORK SCHEDULE FOR QUALITY ASSURANCE ANALYST This position is Monday - Friday, 8:00 AM - 4:30 PM, with two in-office days per week and the remaining time spent working from home. When working offsite, employees must meet specific internet criteria including demonstrated high speed connect ability and the ability to meet privacy and security standards with secure (password protected) internet and demonstrate successful performance. ABOUT TRELLIS Trellis, a nonprofit organization, advocates for older adults. We provide community organizations with funding, and older adults with information and connections to access the best resources to help them age well. By partnering with community and healthcare organizations, we strive to build age- and dementia-friendly networks that make daily life easier for older adults. We are committed to reducing care disparities in communities and ensuring every person has access to the services they need. We are innovators in the aging field. ARE YOU READY TO JOIN OUR ORGANIZATION? If you feel that you would be right for this position, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you! We are an Equal Opportunity Employer M/F/Disabled/Veterans For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://trellis.isolvedhire.com/jobs/1777682-12885.html