[Hiring] Quality Monitor Analyst @DIRECT INTERACTIONS INC

Role Description

The Quality Monitor Analyst is responsible for ensuring that services provided by Hub staff meet established standards for quality, compliance, and client satisfaction. This role involves evaluating staff performance, monitoring operational processes, and providing actionable feedback to ensure and improve service delivery. The Quality Monitor Analyst works closely with supervisors, operations leadership, and training teams to support continuous improvement, maintain regulatory compliance, and enhance the overall client experience.

Key Responsibilities

• Evaluate and monitor the quality of staff interactions with clients and customers.
• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.
• Conduct regular audits and reviews of contact records, case management activities, and adherence to established workflows and policies.
• Provide timely, constructive feedback to staff and supervisors to improve performance, compliance, and client outcomes.
• Develop and maintain quality monitoring tools, scorecards, and performance dashboards to track trends and identify areas for improvement.
• Collaborate with the Systems Support Specialist, supervisors, and trainers to design coaching and development plans based on performance data.
• In partnership with the Systems Support Specialist, help to identify systemic issues affecting quality or compliance and work with leadership to implement process improvements.
• Ensure adherence to regulatory requirements, organizational policies, and contractual standards.
• Document and report findings, trends, and recommendations to management and stakeholders.
• Support ongoing training initiatives by identifying gaps in knowledge, skills, or procedures.
• Participate in continuous improvement initiatives aimed at enhancing service delivery and operational efficiency.
• Provide real-time operational oversight and support to staff as needed.
• Communicate promptly with the Hub Director regarding operational updates and concerns.
• Deliver coaching and guidance to ensure consistent, high-quality customer service.
• Foster a positive team culture that promotes morale and engagement.
• Support ongoing staff training and professional development to meet established standards.
• Partner with the Hub Director to identify and implement system and process improvements.
• Recommend strategies to enhance staff experience and overall team effectiveness.

Qualifications

• Must reside in Minnesota.
• Associate's degree in Business Management or a related degree.
• Employment is contingent upon successful completion of a criminal background check.
• Proven ability to assess and improve staff performance and operational quality.
• Experience designing or contributing to performance improvement plans and training initiatives.
• Knowledge of regulatory requirements, quality assurance standards, and best practices in customer service or human services.
• Proficiency in tracking, reporting, and analyzing operational metrics to drive actionable improvements.
• Experience reviewing calls, documentation, or case management activities.
• Experience providing coaching or performance feedback.

Requirements

• Minimum of 2 years of experience in performance management, quality assurance, data analysis, or operational leadership within a regulated contact center, human services, or similar environment.
• Strong interpersonal skills to collaborate with the Systems Support Specialist, supervisors, trainers, and operations leadership.
• Flexibility to adapt to evolving regulatory, policy, and organizational requirements.
• Strong attention to detail and analytical skills.
• Demonstrated commitment to continuous improvement and operational excellence.