Minnesota Aging Pathways Contact Center Quality Assurance Analyst
$65,520–$76,024 year
Hybrid · Minneapolis, Minnesota, United States
Job Summary
In this full-time Quality Assurance Analyst role at Trellis, you will evaluate staff interactions and audit documentation to ensure compliance and performance standards are met across the Minnesota Aging Pathways Contact Center and Resource Coordination programs. You will analyze data and KPIs such as quality scores, productivity, and customer feedback, identify trends, and work with supervisors and training staff to coaching and targeted improvement plans. You’ll create dashboards, scorecards, and reports that provide actionable insights to enhance service delivery systems, and you will handle a limited number of incoming calls each month. This hybrid position requires two in-office days per week in Minneapolis, MN with the remaining time spent working from home; you must meet internet and privacy/security criteria when offsite.
Required Qualifications
- 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
- Experience working with older adults, caregivers, or long-term services and supports preferred
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