Quality Assurance Analyst (Bachelors degree in human services required)

Quality Assurance Analyst (Bachelor's degree in human services required) 3333 W Division St, Saint Cloud, MN 56301 Hybrid work $31.86 - $36.55 an hour - Full-time $31.86 - $36.55 an hour - Full-time Central Minnesota Council on Aging is committed to supporting older adults by developing and coordinating community care, reducing isolation, and improving access to services. We invite you to discover how you can be a valuable part of our team, working to enhance the well-being of our aging community. Central Minnesota Council on Aging is seeking a full-time Minnesota Aging Pathways Quality Assurance (QA) Analyst , 40 hours a week within a Monday-Friday, 8:00 am - 4:30 pm schedule. The QA Analyst evaluates staff interactions, identifies trends, supports coaching and training, and improves service delivery systems. Position Summary Responsible for monitoring service quality, compliance, and performance within the Minnesota Aging Pathways Contact Center and Resource Coordination programs. This includes conducting evaluations, auditing documentation, analyzing data, and supporting workflow improvements while maintaining an objective QA Analyst role. Key Responsibilities Conduct quality evaluations and documentation audits Identify trends and opportunities for improvement Support supervisors with coaching and follow-up Collaborate with training staff on targeted improvement plans Track and analyze KPIs (quality scores, productivity, surveys, and program metrics) Develop dashboards, scorecards, and reports Provide actionable recommendations to improve performance and service delivery Maintain operational awareness by handling approximately 8-12 hours of incoming calls per month Qualifications Bachelor's degree in human services or related field (or equivalent experience) Two+ years in quality assurance, contact center operations, case management, or data analysis Experience working with older adults, caregivers, or long-term services and supports preferred Location & Work Arrangement The position is based in St. Cloud, MN. Employees living within 45 miles of the office are eligible to follow a hybrid schedule with two days per week working on site. Employees residing within our 14-county service region (Benton, Cass, Chisago, Crow Wing, Isanti, Kanabec, Mille Lacs, Morrison, Pine, Sherburne, Stearns, Todd, Wadena, and Wright counties), but more than 45 miles from the office are eligible for a fully remote schedule, based on organizational needs.

Starting Salary Range:

$31.86 - $36.55 Benefits Vacation Sick pay 403b retirement Paid holidays Health insurance Health savings account Join Our Team This role offers a meaningful opportunity to help older adults remain living in the communities they choose. If you are passionate about supporting aging adults and improving access to care and services, we encourage you to apply. We are an Equal Opportunity Employer

M/F/D/V/SO

Pay:

$31.86 - $36.55 per hour

Benefits:

Health insurance Health savings account Paid time off Retirement plan Application Question(s): You must live in our 14-county region (Benton, Cass, Chisago, Crow Wing, Isanti, Kanabec, Mille Lacs, Morrison, Pine, Sherburne, Stearns, Todd, Wadena, and Wright counties) for this job. In which one of these Minnesota counties do you reside?

Education:

Bachelor's (Required)

Experience:

working with the aging population: 2 years (Required) Ability to

Commute:

Saint Cloud, MN 56301 (Preferred)

Work Location:

Hybrid remote in Saint Cloud, MN 56301