Description

Central Minnesota Council on Aging is committed to supporting older adults by developing and coordinating community care, reducing isolation, and improving access to services. We invite you to discover how you can be a valuable part of our team, working to enhance the well-being of our aging community.

Central Minnesota Council on Aging is seeking a full-time Minnesota Aging Pathways Quality Assurance Analyst (QA), 40 hours a week within a Monday-Friday, 8:00 am – 4:30 pm schedule. The QA Analyst evaluates staff interactions, identifies trends, supports coaching and training, and improves service delivery systems. 

 Position Summary

Responsible for monitoring service quality, compliance, and performance within the Minnesota Aging Pathways  Contact Center and Resource Coordination programs. This includes conducting evaluations, auditing documentation, analyzing data, and supporting workflow improvements while maintaining an objective QA Analyst role.

Key Responsibilities

Conduct quality evaluations and documentation audits
Identify trends and opportunities for improvement
Support supervisors with coaching and follow-up
Collaborate with training staff on targeted improvement plans
Track and analyze KPIs (quality scores, productivity, surveys, and program metrics)
Develop dashboards, scorecards, and reports
Provide actionable recommendations to improve performance and service delivery
Maintain operational awareness by handling approximately 8-12 hours of incoming calls per month

Location & Work Arrangement

The position is based in St. Cloud, MN. Employees living within 45 miles of the office are eligible to follow a hybrid schedule with two days per week working on site. Employees residing within our 14-county service region (Benton, Cass, Chisago, Crow Wing, Isanti, Kanabec, Mille Lacs, Morrison, Pine, Sherburne, Stearns, Todd, Wadena, and Wright counties), but more than 45 miles from the office are eligible for a fully remote schedule, based on organizational needs. 

Starting Salary Range:  $31.86 – $36.55 

Benefits

Vacation           Sick pay                     403b retirement                                
Paid holidays   Health insurance       Health savings account
 

Join Our Team

This role offers a meaningful opportunity to help older adults remain living in the communities they choose. If you are passionate about supporting aging adults and improving access to care and services, we encourage you to apply.

We are an Equal Opportunity Employer M/F/D/V/SO

Requirements

Qualifications

Bachelor's degree in human services or related field (or equivalent experience)
Two+ years in quality assurance, contact center operations, case management, or data analysis
Experience working with older adults, caregivers, or long-term services and supports preferred