Contact Center Quality Assurance Auditor jobs in Missouri

Fathers & Families Support Center

Position Title: Quality Assurance Manager

Reports To: Chief Operating Officer

Job Status: Full-Time / Exempt

Direct Reports: Data Team

Description of this role: Manage and oversee compliance requirements regarding agency data. Compile, analyze, and compute data to report agency results/outcomes and tell the story of how the agency is positively impacting the communities we serve.

Duties, Functions and Responsibilities - includes the following and other related duties may be assigned.

· Discuss emerging compliance issues to ensure that management and employees are informed about compliance implementation, reporting systems, policies, and practices.

· Oversee accreditation compliance needs and requirements.

· Evaluate information to determine compliance with standards by the accrediting body using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, agency needs, and standards.

· Documenting/recording information. Enter, store, or maintain information in written or electronic forms.

· Conduct analyses of in-processes, data information, reporting, and agency needs.

· Perform regular data audits and communicate information to staff and supervisors.

· Interpret data results, compare them to established specifications, and make recommendations on appropriateness of data for release.

· Select, guide, motivate, and participate in training of audits, data results, and reporting needs.

· Ensure integration of systems, and align goals, results, and outcomes with program data and reporting.

· Ensure refinement and management of data to tell the story of the impact the agency has in the community.

· Attend community events, partnership meetings, all staff meetings. Travel to multiple locations.

Knowledge, Skills and Abilities:

· Must understand and utilize analytical and compliance data base user interface, query software, and web base platforms such as Apricot, nForm, Social Solutions, etc.

· Ability to manage projects, adhere to deadlines, and understand laws regarding the non-profit sector.

· Understanding of agency needs, requirements, data processes, grant requirements, and needed results.

· Utilize critical thinking, reading comprehension, active listening, speaking, writing, and oral communication.

· Must work independently, make decisions, prioritize, multitask, be team oriented, and maintain confidentiality.

· Must understand and practice the NASW code of ethics, FFSC policies, and all legal data compliance.

Educational and Experience Requirements:

· Master’s degree in Quantitative Analysis, Information Systems, or related field required; and 3 year’s relevant work experience; or bachelor’s degree in related field and 5 years’ experience.

· Expertise with data analysis and willing to become expert in FFSC data collection software.

· Must possess a valid Missouri driver’s license and have a reliable, insured vehicle.

What FFSC has to offer:

· Competitive pay based on experience; 401k plan with 6% employer match.

· 95% Employer paid medical; partial payment towards qualified dependents coverage; FSA/HSA options.

· Low-rate Dental & Vision coverage; employer paid Life Insurance, STD/LTD plus buy up options.

· Generous PTO package with 14 paid holidays; flexible work/life balance.

· Discount program, additional voluntary benefits, partial cell phone reimbursement, and paid mileage.

· Annual staff retreat and an opportunity to be a part of a fantastic mission driven agency.

This job description does not list all the duties of this position. Performance of other duties may be requested, and other related duties may be assigned. FFSC has the right to revise this description at any time. This job description is not a contract for employment.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance

Compensation package:

• Yearly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person