Position Information

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Call Center Quality Assurance Specialist, Eldercare Locator
n4a Overview

The mission of the National Association of Area Agencies on Aging (n4a) is to build the capacity of our members so they can help older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible. n4a is a 501(c)(3) membership association representing America’s national network of 622 Area Agencies on Aging (AAAs) and providing a voice in the nation’s capital for the more than 250 Title VI Native American aging programs. Our vision is to build a society that values and supports people as they age.
 
Position Overview


The Eldercare Locator is a nationwide service that connects older adults, people with disabilities and their caregivers with information on aging services, programs and resources. Funded by the Administration on Aging/Administration for Community Living and administered by n4a, the Eldercare Locator is the first step to finding aging and disability resources nationwide. The service is operated through a call center, staffed by trained information specialists and through access to a public website (www.eldercare.acl.gov).
 
The Call Center Quality Assurance (QA) Specialist is responsible assessing the quality of the performance of Information and Referral Specialists and Enhanced Services Specialists interacting with consumers seeking both local and national resources. The QA Specialist will monitor inbound and outbound calls and email and e-chat responses to assess specialist demeanor, technical accuracy, customer service performance, and conformity to established policies and procedures.
 
JOB TITLE: Call Center Quality Assurance Specialist 

REPORTS TO: Program Coordinator, Information and Referral Systems
 
DUTIES AND RESPONSIBILITIES
Perform call monitoring and provide feedback to supervisory team; track agent performance using establish key performance standards and monitoring tools; review email and chat correspondences for quality; populate monthly quality reports for review by supervisors and program management; recommend additional training topics to program management; other duties as assigned by supervisor.

WORK HOURS AND LOCATION
This full-time non-exempt (hourly) position with full benefits is based in n4a’s Washington, DC, office. Due to the COVID-19 health emergency, the n4a staff is currently working remotely, though this will change in the future. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.

Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.
 
SALARY AND BENEFITS 
n4a is an Equal Opportunity Employer. People with disabilities are encouraged to apply. We offer a competitive salary and an excellent benefits package.
 
This is a grant funded position for 1.5 years. While there is not currently funding for this position after September 2022, if additional funding is identified employment could be extended.

Application Procedure
 
Submit a resume to jobs@n4a.org. Note the job title in the email subject line. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.
 
Position: Call Center Quality Assurance Specialist, Eldercare Locator
Organization: National Association of Area Agencies on Aging
Location: Washington,  DC 
United States
Salary: n4a is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package.
Posting Start Date:
Date Posted: 4/23/2021
Requirements QUALIFICATIONS
  • Minimum of two years of college (college degree preferred)
  • Relevant human services experience preferably  in the fields of aging and disability services.
  • Experience in call center or customer service quality assurance field is preferred
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communications
  • Excellent customer service knowledge
  • Excellent interpersonal skills
  • Excellent decision-making skills
  • Ability to work independently and as a member of a team
  • Ability to meet deadlines and to work well under pressure
  • Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging and Disability Networks preferred
  • Knowledge of human service call centers
  • Intermediate Microsoft Office skills and knowledge
  • Basic understanding and problem solving of quality control–related systems
  • Experience with developing and maintaining quality assurance reports
  • Bilingual fluency (English–Spanish) is a plus
Status: This listing expires on: 5/31/2021
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Organization Information
Name:
National Association of Area Agencies on Aging
Address:


Washington,  DC 20003
United States
Email:
jobs@n4a.org
Phone:
(202) 872-0888
Fax:
Contact:
jobs@n4a.org