Relationship Services Quality Assurance Associate

Focus on the Family•Colorado Springs, CO

39d•$22 - $25

About The Position

The Quality Assurance Associate position exists to conduct routine quality reviews of Relationship Services (RS) team interactions, supporting continuous improvement in service quality, accuracy, and constituent experience. This role works closely with the QA Specialist and RS leadership to ensure that quality standards and procedures are followed consistently and effectively.

Requirements

Exemplifies Ephesians 5:1-2, "Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us..."
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, "Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age."
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family's staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Maintains a high degree of integrity and ethical behavior in all business activities and decisions; lives with integrity derived from biblical values and demonstrates standards of conduct that meet or exceed company or legal requirements
Self-motivated; demonstrates the ability to get the job done, even if it means working outside the accepted channels
Diplomatic; articulate; decisive; approachable; flexible; concern for long-term effectiveness
Positive and encouraging attitude with ability to motivate/encourage peers
Team player; trustworthy; reliable
Coachable, able to redirect work priorities and assignments as requested
Creative thinker, effective problem-solver
Associate's degree in related field or 2-3 years of experience in customer service, quality review, or related field
In depth knowledge of FOTF mission, philosophy, values, and objectives
Working knowledge of Microsoft Office
Ability to work shifts outside of normal business hours
Demonstrated leadership and administrative skills
Ability to aggressively take initiative, when appropriate and communicate effectively, verbally and written
Highly polished verbal and written skills: clarity of expression, good organization of thoughts, and effective articulation
Strong ability to organize and plan work in advance, deciding on the most efficient way to do assigned tasks or projects; ability to monitor and delegate when appropriate
Self-motivated ability to work independently
Requires use of judgment to solve moderately complex problems within the limits of standard policy and practice
Excellent computer skills, problem solving skills, organizational skills, and analytical skills
Ability to manage confidential information
Ability to encourage and motivate personnel individually and on teams through a variety of communication channels
Ability to perform keying functions for 70% of the time or more
Ability to type proficiently minimum 45 words per minute
Sitting for extended periods of time
Ability to view dual computer monitor screens for entirety of assigned shift
Ability to speak, hear and see clearly
Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.)

Nice To Haves

Experience as a Family Help Specialist preferred and beneficial

Responsibilities

Conducts routine quality assurance reviews of RS team interactions
Participates in investigations of complaints and non-conformance issues at the direction of RS leadership
Collects, organizes, and tracks quality data
Assists in identifying trends or areas for improvement through data collection and review
Supports implementation of corrective actions recommended by RS leadership
Prepares reports and summaries related to quality performance
Collaborates with QA Specialist to identify common training needs
Escalates concerns and shares review results with QA Specialist and RS Leadership
Contributes ideas during team-based discussions to improve constituent experience
Embodies empowerment, self-confidence, nimbleness, faithfulness, intentionality, and a positive attitude in all assigned work
May be required to work from home from time to time, ensuring business continuity
Periodic overtime and weekend work will be necessary
Performs other duties as assigned