Overview

Are you ready to ensure that every aspect of our Pastoral Care Team operates at its absolute best? Look no further! The Quality Assurance Coordinator role is a pivotal support position, partnering closely with Pastoral Care leadership to elevate performance standards and ensure top-notch service delivery. From spearheading quality assurance training to refining processes and policies, you'll be at the forefront of optimizing our team's effectiveness. If you're a detail-oriented individual with a passion for quality and a willingness to dive into the trenches when needed, we want you on our "all hands-on deck" team. Join us in making a meaningful difference in the lives of those we serve.

*This is an on-site role in Franklin, TN

Here's some of what you will be doing:

• Implement, and maintain department quality assurance program and processes.
• Inform leadership of individual and team performance.
• Collaborate with Pastoral Care QA/QC Training Manager to improve reporting and data collection processes for team members.
• Support continued education, training, and mentorship for team members on best practices.
• Work with internal systems to optimize departmental abilities and acquire new data to evaluate goals and objectives.
• Coordinate the annual Quality Assurance schedule to assist in getting ready for upcoming training and activities.
• Serve as an advocate and voice for the Care Team, Pastors, and our audiences/donors.
• Work with pastoral team to develop tools and resources to provide the most effective support for callers.
• Maintain a high degree of confidentiality with listener/donor information and team member records.
• Collaborate with the Pastoral Care QA/QC Training Manager, Care Team Manager, and Pastoral Manager to arrange upcoming trainings and events that will accommodate all schedules.
• Collaborate with co-workers, other departments, external partners, and vendors as appropriate.
• Perform other duties as assigned.

Here's some experience we are seeking:

• Bachelor's degree or combination of education/training with relevant experience.
• Minimum of two years’ experience working in a customer service call center environment, preferred.
• Advanced knowledge of computers and common software applications. Knowledge of Microsoft Office products (Word, Excel, Outlook), SharePoint, Studio Enterprise, Salesforce, Pray4One, and Interactive Scripter software in addition to Social Media forums and smart devices.
• A collaborative and flexible style, with strong service mentality. Need to be seen as a team player.
• Excellent interpersonal skills with the ability to develop sincere business/ministry relationships.
• Strong written and verbal communication and presentation skills.
• Demonstrated commitment to the social sector with a passion for our mission and values.

What can we offer you?

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

Why work for Educational Media Foundation, K-LOVE/Air1?

Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values. 

“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.”