What are the responsibilities and job description for the Quality Assurance Training Coordinator position at JEWISH COMMUNITY SERVICES OF SOUTH FLORIDA INC?
Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.
The Quality Assurance & Training Coordinator supports the Contact Center by monitoring service quality across calls and texts, identifying training gaps, and coordinating targeted training initiatives to improve performance and compliance.
All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah, and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The essential duties and responsibilities include, but are not limited to:
Quality Assurance & Monitoring
• Monitor and evaluate calls and texts to ensure adherence to contact center protocols, funder requirements, and accreditation standards
• Document performance findings and provide timely, constructive feedback to staff
• Identify trends, risks, and systemic issues impacting service quality
• Review high risk cases and incident reports in collaboration with the Quality Assurance Manager
• Assist with complaint investigations and quality improvement initiatives
• Complete required QA reports and submissions to external entities
Training & Development Support
• Coordinate and deliver targeted trainings based on QA findings and identified skill gaps
• Support onboarding and probationary training monitoring for new staff
• Assist the Helpline Training Manager with refresher trainings, role plays, and compliance education
• Help develop and update training tools, reference materials, and learning resources
• Reinforce best practices through coaching, calibration sessions, and follow-up support
Data, Compliance & Accreditation
• Track contact center performance metrics and prepare quality reports
• Support ongoing certification, accreditation, and audit readiness efforts
• Ensure accurate documentation for regulatory and contractual compliance
• Participate in QA/QI meetings and contribute to continuous improvement strategies
Collaboration & Operational Support
• Work closely with QA, Training, and Helpline leadership teams
• Assist with answering calls or chats as operational needs require
• Participate in disaster relief response and community outreach activities as needed
• Attend required meetings, trainings, and organizational events
• Perform special projects and additional duties as assigned
SUPERVISORY RESPONSIBILITIES
• This position does not have direct supervisory responsibilities.
PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!
ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.
JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.
JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.
**Please be advised, if selected for this position, you will be required to submit to a level II background screening through the DCF Clearinghouse: https://info.flclearinghouse.com
Qualifications:MINIMUM QUALIFICATIONS:
• Bachelor’s degree in Psychology, Social Work, or related Human Services field, required. Equivalent experience and demonstrated skill in social services may be considered.
• Minimum of 2 years of experience in crisis counseling or contact center services.
• Experience with quality assurance, training, or performance monitoring strongly preferred
• Strong analytical skills with the ability to interpret QA data and performance metrics
• Experience with reporting systems and contact center software
• Excellent written and verbal communication skills
• Ability to deliver feedback professionally and support staff development
• Proficiency in Microsoft Office (Excel, Word), preferred
• Knowledge of crisis intervention, information & referral services, or behavioral health preferred
• Bilingual (English/Spanish or English/Creole) required
• Ability to maintain confidentiality and comply with HIPAA requirements
Salary : $50,000