Quality Analyst - Minnesota Aging Pathways
About The Position
The Minnesota River Area Agency on Aging (MNRAAA) provides advocacy, information, resources and assistance so that older adults can maintain the lifestyle of their choice. Minnesota Aging Pathways is a free statewide service of the Minnesota Board on Aging, in partnership with Minnesota's Area Agencies on Aging. Minnesota Aging Pathways helps older Minnesotans and their families by connecting to local services, finding answers, and getting the help they need. MNRAAA is seeking a full-time Minnesota Aging Pathways Quality Analyst. This role is responsible for ensuring that services provided by Minnesota Aging Pathways staff are consistent statewide and meet established standards for quality, compliance and client satisfaction. This role evaluates staff performance, monitors operational processes, and delivers actionable feedback to improve service delivery and outcomes. The quality analyst partners closely with supervisors, contact center manager, and the Minnesota Board on Aging to support continuous improvement, maintain regulatory compliance, and enhance the overall client experience through data-driven insights and performance management. Requires a valid driver's license, proof of insurance and a reliable car.
Requirements
- Requires a bachelor's degree from an accredited college or university in a human services-related field, such as social work, nursing, public administration, or gerontology and one year of professional or internship experience working with older adults OR Two-year certificate or degree in a human services-related field or a community health certificate with three years of professional experience working with older adults OR Five years of relevant professional experience in care coordination and case management at a nursing facility, assisted living, hospital, home care or lead agency.
- Requires a minimum of two years of experience required in quality assurance, performance management, data analysis, or operational leadership in a contact center.
- Experience required evaluating calls, documentation, or case management activities
- Experience required providing coaching and performance feedback.
- Requires a valid driver's license, proof of insurance and a reliable car.
Nice To Haves
- Strong ability to convey information clearly and effectively to older adults, their families, and team members.
- Aptitude for identifying issues and implementing effective solutions to improve service delivery.
- Maintaining a high standard of conduct and integrity in all interactions.
- Adaptability in changing needs and circumstances, ensuring the best possible care for older adults.
- Ability to effectively plan, prioritize, and execute tasks within set deadlines to maximize productivity and efficiency.
- Ability to gather and interpret information, spot trends or issues, and use data to make sound recommendations and improve outcomes.
- Consistently attentive to accuracy and completeness; carefully reviews work, follows established standards, and catches errors or inconsistencies before they impact clients or compliance.
Responsibilities
- Ensure that services provided by Minnesota Aging Pathways staff are consistent statewide and meet established standards for quality, compliance and client satisfaction.
- Evaluates staff performance, monitors operational processes, and delivers actionable feedback to improve service delivery and outcomes.
- Support continuous improvement, maintain regulatory compliance, and enhance overall client experience through data-driven insights and performance management.
Benefits
- Starting salary range disclosed
- General description of all benefits and other compensation offered
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
