Minnesota Aging Pathways Contact Center Quality Assurance Analyst

Trellisa nonprofit based in Minneapolis MNis looking to hire afull-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 salaryof $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 a5% salary matchstarting 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.

Youll 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

• Bachelors 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 isMonday - Friday 8:00 AM - 4:30 PMwith 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 anonprofit 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 initial3-minute mobile-friendly application. We look forward to meeting you!

We are an Equal Opportunity Employer M/F/Disabled/Veterans

Required Experience:

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