[Remote] Quality Analyst

Note: The job is a remote job and is open to candidates in USA. Minnesota River Area Agency on Aging provides advocacy, information, resources, and assistance to help older adults maintain their preferred lifestyle. The Minnesota Aging Pathways Quality Analyst ensures statewide service consistency, quality, compliance, and client satisfaction by evaluating staff performance, monitoring operations, and using data-driven insights to improve service delivery and outcomes.

Responsibilities

• Ensure that services provided by Minnesota Aging Pathways staff are consistent statewide and meet established standards for quality, compliance and client satisfaction
• Evaluates staff performance, monitors operational processes, and delivers actionable feedback to improve service delivery and outcomes
• Support continuous improvement, maintain regulatory compliance, and enhance overall client experience through data-driven insights and performance management

Skills

• Requires a bachelor's degree from an accredited college or university in a human services-related field, such as social work, nursing, public administration, or gerontology and one year of professional or internship experience working with older adults
• Two-year certificate or degree in a human services-related field or a community health certificate with three years of professional experience working with older adults
• Five years of relevant professional experience in care coordination and case management at a nursing facility, assisted living, hospital, home care or lead agency
• Requires a minimum of two years of experience required in quality assurance, performance management, data analysis, or operational leadership in a contact center
• Experience required evaluating calls, documentation, or case management activities
• Experience required providing coaching and performance feedback
• Strong ability to convey information clearly and effectively to older adults, their families, and team members
• Aptitude for identifying issues and implementing effective solutions to improve service delivery
• Maintaining a high standard of conduct and integrity in all interactions
• Adaptability in changing needs and circumstances, ensuring the best possible care for older adults
• Ability to effectively plan, prioritize, and execute tasks within set deadlines to maximize productivity and efficiency
• Ability to gather and interpret information, spot trends or issues, and use data to make sound recommendations and improve outcomes
• Consistently attentive to accuracy and completeness; carefully reviews work, follows established standards, and catches errors or inconsistencies before they impact clients or compliance

Benefits

• Remote work within the state of Minnesota
• MNRAAA will provide necessary equipment and support to ensure a productive remote work environment

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