Quality Assurance & Training Specialist
Job Details
Pittsburgh - Pittsburgh, PA
Full Time

United Way of Southwestern Pennsylvania is seeking a Quality Assurance & Training Specialist for PA 211 Southwest, 211 SEPA, and PA 211 Northwest. 211 is a nationally recognized, easy to remember phone number. It provides an efficient connection between people seeking assistance with available local health and human service resources. Reporting to the Quality & Training Manager, the Quality Assurance & Training Specialist will be responsible for the quality experience of 211 including client interaction via calls, texts and chats, referrals provided, and contact follow-up.

Essential Functions

  • Assess client interactions and collaborate with various team members to improve overall quality of these interactions and the resource database.
  • Preparing quality related reports by collecting, analyzing, and summarizing data
  • Work within organizations Learning Management System to track learning paths and gather learner feedback to contribute to continuous system improvement.
  • Compiling reports to indicate training needs for contact center staff drawing from Resource Navigator queries and coaching sessions.
  • Participate as a member of the employee training team and facilitate trainings in identified areas as assigned.
  • As possible new projects are identified, assist with the design of new training materials and courses by collaborating with Subject Matter Experts and ensure quality assurance measures are built into project scope to ensure project success.
  • Participate in rotating on-call responsibilities with management team members. This includes rotating evenings, weekends and holidays. (1 week approximately every 6 weeks)

Additional Functions

  • Identify and compile regional 211 success stories for use in reporting and public relations materials.
  • Collaborate with external quality assurance agencies (Secret Shoppers) to select and direct contacts to be evaluated.
  • Additional projects or duties as assigned.

Education and Experience

  • Required: Associates degree or bachelors degree in any field or 2-3 years of related quality and training experience
  • Preferred: Associates or bachelors degree in Business Administration, Human Services or related degree.

Knowledge, Skills, and Abilities

  • Required:
    • Basic knowledge of social service delivery system in Western Pennsylvania
    • Strong affinity for and 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 (Excel, Word, PowerPoint)
  • Preferred:
    • Analyzing and creating professional reports on complex data


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

Physical Demands

  • Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.