Quality Assurance & Training Specialist

United Way of Southwestern Pennsylvania is seeking a Quality Assurance & Training Specialist for PA 211 Southwest, Southeast, and Northwest. 211 is a nationally recognized, easy to remember phone number. 211 provides an efficient connection between people seeking assistance with available local human service resources.

Reporting to the Quality & Training Manager, the Quality Assurance & Training Specialist will operate at the PA 211 Southwest call center to assist in the creation and presentation of training materials to new hires in person. This specialist will monitor contact center interactions (calls, texts, chats, referrals, and follow-ups) to check for adherence to established protocols, provide ongoing coaching to Resource Navigators, and share coaching observations with supervisors to shape further necessary training.

Essential Functions

• Deliver in-person new hire and refresher training classes, either led by the Quality & Training Manager or independently.
• Oversee new hires in hands-on in-person training with live callers before they are approved for fully independent work.
• Working within the organization’s Learning Management System (LMS), assist the Quality & Training Manager in updating existing training materials and designing new training materials as new projects arise.
• Assess contact center interactions, conduct one-on-one coaching with Resource Navigators, and document necessary further re-training.
• Master all lines of business and actively answer ongoing Resource Navigator questions and requests for process clarification.

Additional Functions

• Participate in rotating on-call responsibilities (1 week approx. every 8 weeks) including evenings, weekends, and holidays.
• Take calls while not conducting training (approx. 5 daily); operate phone lines during disasters or if the contact center is short staffed.
• Additional projects or duties as assigned.

Education and Experience

• Required
  • High school diploma or GED equivalent with 1 year of related quality and training experience.
• Preferred
  • Associate’s or Bachelor’s degree in related field or 2-3 years of related quality and training experience.

Annual Salary

• Pay Grade 102
• Salary Range $33,600 - $39,500

Knowledge, Skills, and Abilities

• Required
  • Basic knowledge of social service delivery system in Western Pennsylvania.
  • Strong affinity for / practical experience in providing information via technology.
  • Strong organizational and problem-solving skills with thorough attention to detail.
  • A team player capable and willing to support all aspects and jobs required for successful implementation of the service.
  • Tech savvy with proficiency in Microsoft Office products (PowerPoint, Word, Excel, etc.)
• Preferred
  • Experience analyzing and creating professional data reports.

Certifications/Licenses

• Required
  • AIRS Certification for Community Resource Specialist and/or Certification for Database Curator, or willingness to acquire certification when eligible.

Physical Demands

• LightExerting up to 20 lbs. of force occasionally and/or up to 10 lbs. force frequently and/or a negligible amount of force constantly. Even when weight lifted is negligible, a job is rated light when1) it involves walking or standing to a significant degree; 2) it requires sitting most of the time but involves pushing and/or pulling of arm or leg controls; 3) it involves working at a production rate that requires constant pushing or pulling of materials.

Travel Requirements

• Occasional travel within the region via ground transportation

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.