Quality Improvement Manager (Full-Time)
HybridKalamazoo, Michigan, United States
Job Summary
Design, implement, and maintain standardized quality assurance processes across all Contact Center service lines by monitoring calls, chats, and texts to assess adherence to protocols. Partner with the Data Team to define, track, and analyze key performance metrics, translating trends in service delivery into actionable insights for operations and leadership. Lead continuous improvement initiatives by identifying systemic gaps in workflows and collaborating with the Training & Credentialing Manager to ensure quality findings inform training priorities and coaching. This role requires a Bachelor's degree and 3–5 years of experience in quality improvement within a contact center or behavioral health environment. Must be a resident of Michigan. The position operates in a hybrid environment with flexibility for on-site and remote work.
Required Qualifications
- Bachelor's degree in Human Services, Public Health, Data Analytics, Organizational Leadership, or related field
- 3–5 years of experience in quality improvement, quality assurance, or program evaluation
- Experience working with data, performance metrics, and reporting systems
- Experience in a contact center, behavioral health, or human services environment
- Must be a resident of the State of Michigan
Desired Qualifications
- Experience with crisis services, 2-1-1, or 988 systems
- Experience collaborating with data or analytics teams
- Experience leading process improvement or organizational change initiatives
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.