Minnesota Aging Pathways Quality Assurance Analyst
About The Position
Trellis, a nonprofit based in Minneapolis, MN, is looking to hire a full-time (40 hours/week) Minnesota Aging Pathways Quality Assurance Analyst. This role involves analyzing data and improving service quality to enhance the experience of older adults and caregivers within a mission-driven organization that values collaboration and continuous improvement. The Quality Assurance Analyst will help ensure high-quality service delivery across the Minnesota Aging Pathways Contact Center and Resource Coordination programs by evaluating staff interactions and auditing documentation for compliance and performance standards. Key responsibilities include analyzing data and KPIs, identifying trends and improvement opportunities, supporting coaching, developing improvement plans, creating dashboards and reports, and handling a limited number of incoming calls monthly.
Requirements
- 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
- Meet specific internet criteria including demonstrated high speed connectivity and the ability to meet privacy and security standards with secure (password protected) internet and demonstrate successful performance when working offsite.
Nice To Haves
- Experience working with older adults, caregivers, or long-term services and supports.
Responsibilities
- Evaluate staff interactions and audit documentation to ensure compliance and performance standards are met.
- Analyze data and key performance indicators (KPIs) such as quality scores, productivity, and customer feedback to identify trends and opportunities for improvement.
- Support coaching and develop targeted improvement plans in collaboration with supervisors and training staff.
- Create dashboards, scorecards, and reports that provide actionable insights.
- Make recommendations to enhance service delivery systems.
- Handle a limited number of incoming calls each month to maintain operational awareness.
Benefits
- Competitive salary of $31.50 - $36.55/hour depending on qualifications
- 20+ days of paid time off (PTO) a year
- 10 paid holidays
- Retirement benefits with a 5% salary match starting day one of employment
- Onsite Fitness Center
- Inclusive, welcoming, and positive environment
- Medical, dental, life, and disability plans for full-time employees (30 hours/week for FT employees)
- Employer fully paid MN PFML
- Payment for professional license renewals
- Payment for continuing education units (CEUs)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
