Quality Assurance Training Coordinator

JCS AND MASADA•Miami, FL

1d•$50,000 - $50,000•Onsite

About The Position

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be. The Quality Assurance & Training Coordinator supports the Contact Center by monitoring service quality across calls and texts, identifying training gaps, and coordinating targeted training initiatives to improve performance and compliance:

Requirements

Bachelor’s degree in Psychology, Social Work, or related Human Services field, required. Equivalent experience and demonstrated skill in social services may be considered.
Minimum of 2 years of experience in crisis counseling or contact center services.
Experience with quality assurance, training, or performance monitoring strongly preferred
Strong analytical skills with the ability to interpret QA data and performance metrics
Experience with reporting systems and contact center software
Excellent written and verbal communication skills
Ability to deliver feedback professionally and support staff development
Proficiency in Microsoft Office (Excel, Word), preferred
Knowledge of crisis intervention, information & referral services, or behavioral health preferred
Bilingual (English/Spanish or English/Creole) required
Ability to maintain confidentiality and comply with HIPAA requirements

Responsibilities

Monitor and evaluate calls and texts to ensure adherence to contact center protocols, funder requirements, and accreditation standards
Document performance findings and provide timely, constructive feedback to staff
Identify trends, risks, and systemic issues impacting service quality
Review high risk cases and incident reports in collaboration with the Quality Assurance Manager
Assist with complaint investigations and quality improvement initiatives
Complete required QA reports and submissions to external entities
Coordinate and deliver targeted trainings based on QA findings and identified skill gaps
Support onboarding and probationary training monitoring for new staff
Assist the Helpline Training Manager with refresher trainings, role plays, and compliance education
Help develop and update training tools, reference materials, and learning resources
Reinforce best practices through coaching, calibration sessions, and follow-up support
Track contact center performance metrics and prepare quality reports
Support ongoing certification, accreditation, and audit readiness efforts
Ensure accurate documentation for regulatory and contractual compliance
Participate in QA/QI meetings and contribute to continuous improvement strategies
Work closely with QA, Training, and Helpline leadership teams
Assist with answering calls or chats as operational needs require
Participate in disaster relief response and community outreach activities as needed
Attend required meetings, trainings, and organizational events
Perform special projects and additional duties as assigned

Benefits

We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans.
A generous vacation and holiday pay benefit and a 401(k) match is available.
Staff receives monthly in-service training and CEU opportunities.

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