Contact Quality Assurance Specialist at Gryphon Place – Kalamazoo, Michigan

Job Title: Contact Quality Assurance Specialist

Department: 2-1-1 and Crisis

Reports To: Director of Data, Reporting, and Quality Assurance

Job Status: Permanent, Full-time, Non-exempt and Hourly

STATEMENT OF THE JOB

The Quality Assurance (QA) Specialist provides support to the Director of Data, Reporting, and Quality Assurance. Utilizing contact monitoring and evaluation tools, the Quality Assurance Specialist will listen to and score calls, suggest changes to enhance the QA process and provide overall support to ensure that contact center quality standards are met. The goal is to foster a QA environment where Contact Center Specialists feel well-supported and can excel in the delivery of services.

ESSENTIAL FUNCTIONS

· Monitors recorded contacts. Rates calls, text, chat, etc. using a scoring and evaluation form, and measures performance at the team and individual level

· Develops knowledge of Inform USA standards, and recommends changes to quality assurance processes and standards

· Develops knowledge of American Association of Suicidology (AAS) Standards and recommends changes to quality assurance processes and standards

· Works with Contact Center Manager to provide both qualitative (e.g., examples from call recordings, customer feedback, etc.) and quantitative (e.g., scores from evaluation forms) feedback on the Specialist’s performance

· Reviews negative feedback surveys and provides appropriate coaching opportunities to managers.

· Works with Management to create and development plans (e.g. shadow a more experienced Specialist, engage in additional training) for Specialists who need to make improvements in quality or customer satisfaction

· Review documentation of Crisis and 2-1-1 to ensure quality and accurate documentation.

· Frequent interaction with Management

QUALIFICATIONS AND EXPERIENCE

· Quality assurance background in human services or database information systems

· In-depth knowledge of service delivery systems, government agency and non-profit organizational structures

· Excellent oral and written communication skills

· Exceptional listening skills

· Inform USA certification within 12 months of hire

· Crisis certification within 12 months of hire

KNOWLEDGE/SKILLS/ABILITIES

· Adaptability/Flexibility

· Procedural Awareness

· Continuous Learning

· Commitment to Quality

· Analytical Skills

· Computer Efficient

This job description in no ways states or implies that these are the only duties to be performed by the employee(s) incumbents in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.