What are the responsibilities and job description for the Contact Center Quality Assurance and Training Coordinator position at Jewish Community Services of South Florida?
Company Description
Jewish Community Services of South Florida (JCS), established in 1920, is dedicated to providing exceptional social services that promote health and productivity in the community. With a mission rooted in tradition and driven by a modern vision, JCS offers compassionate, comprehensive programs that address diverse needs. Through close partnership with funding agencies, local leaders, and sister organizations, JCS continues to expand its outreach and strengthen its impact in the South Florida community.
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. This role bridges Quality Assurance and Training, ensuring staff adhere to contact center protocols, accreditation standards, and best practices while continuously strengthening service delivery. The Coordinator provides data driven feedback, assists with onboarding and refresher trainings, supports audits and accreditation requirements, and partners with leadership to promote a culture of quality, learning, and accountability.
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
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