Minnesota Aging Pathways Quality Assurance Analyst

Trellis • Minneapolis, MN

7h • Hybrid

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. The position is with a mission-driven organization that values collaboration and continuous improvement.

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
• Must meet specific internet criteria when working from home, including high-speed connectivity, privacy, and security standards.

Nice To Haves

• Experience working with older adults, caregivers, or long-term services and supports

Responsibilities

• Ensure high-quality service delivery across the Minnesota Aging Pathways Contact Center and Resource Coordination programs.
• 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
• 20+ days of paid time off (PTO) a year
• 10 paid holidays
• Retirement benefits with a 5% salary match starting day one
• Onsite Fitness Center
• Comprehensive benefits package with medical, dental, life, and disability plans for full-time employees (30+ hours/week)
• Employer fully paid MN PFML
• Payment for professional license renewals
• Payment for continuing education units (CEUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level