Minnesota Aging Pathways Contact Center Quality Assurance Analyst

Trellis – Minnesota Aging Pathways Quality Assurance Analyst Trellis, a nonprofit based in Minneapolis, MN, is hiring a full‑time (40 hours per week) Quality Assurance Analyst for its Minnesota Aging Pathways program. The role focuses on ensuring high‑quality service delivery for older adults and their caregivers. Responsibilities Help ensure high‑quality service delivery across the Minnesota Aging Pathways Contact Center and Resource Coordination programs. Evaluate staff interactions and audit documentation to ensure compliance and performance standards are met. Analyze key performance indicators (KPIs) such as quality scores, productivity, and customer feedback to identify trends and opportunities for improvement. Work closely with supervisors and training staff to support coaching and develop targeted improvement plans. Create dashboards, scorecards, and reports that provide actionable insights, and make recommendations to enhance service delivery systems. Handle a limited number of incoming calls each month to maintain operational awareness. 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. Preferred experience working with older adults, caregivers, or long‑term services and supports. Work Schedule Monday – Friday, 8:00 AM – 4:30 PM with two in‑office days per week and the remaining hours worked from home. Off‑site employees must meet specific internet and security criteria. Benefits Competitive salary: $31.50 – $36.55 per hour, depending on qualifications. 20+ days of paid time off (PTO) per year, plus 10 paid holidays. Retirement benefits with a 5% salary match starting on day one of employment. On‑site fitness center. Comprehensive benefits package: medical, dental, life, and disability plans for full‑time employees (30 hours per week). Employer‑paid Minnesota Paid Family and Medical Leave (PFML). Professional license renewal support and continuing education units (CEUs). About Trellis Trellis is a nonprofit organization that advocates for older adults by providing funding and resources to community organizations. By partnering with community and healthcare partners, Trellis builds age‑ and dementia‑friendly networks to improve the daily lives of older adults. Trellis is committed to reducing care disparities and ensuring every person has access to the services they need. Equal Opportunity Employer We are an Equal Opportunity Employer M/F/Disabled/Veterans. #J-18808-Ljbffr