Quality Analyst - Minnesota Aging Pathways

Company: Minnesota River Area Agency on Aging (MNRAAA)

Location: Must live within MNRAAA's 27 county service area

Position Type: Telecommute or Remote depending on location: Full-Time (40hrs)/Non-exempt

About Us: The Minnesota River Area Agency on Aging (MNRAAA) provides advocacy, information, resources and assistance so that older adults can maintain the lifestyle of their choice. Minnesota Aging Pathways is a free statewide service of the Minnesota Board on Aging, in partnership with Minnesota's Area Agencies on Aging. Minnesota Aging Pathways helps older Minnesotans and their families by connecting to local services, finding answers, and getting the help they need.

Job Summary: MNRAAA is seeking a full-time Minnesota Aging Pathways Quality Analyst. This role is responsible for ensuring that services provided by Minnesota Aging Pathways staff are consistent statewide and meet established standards for quality, compliance and client satisfaction. This role evaluates staff performance, monitors operational processes, and delivers actionable feedback to improve service delivery and outcomes. The quality analyst partners closely with supervisors, contact center manager, and the Minnesota Board on Aging to support continuous improvement, maintain regulatory compliance, and enhance the overall client experience through data-driven insights and performance management. Requires a valid driver's license, proof of insurance and a reliable car.

Key Responsibilities:

• Ensure that services provided by Minnesota Aging Pathways staff are consistent statewide and meet established standards for quality, compliance and client satisfaction.
• Evaluates staff performance, monitors operational processes, and delivers actionable feedback to improve service delivery and outcomes.
• Support continuous improvement, maintain regulatory compliance, and enhance overall client experience through data-driven insights and performance management.

Qualifications:

• Requires a bachelor's degree from an accredited college or university in a human services-related field, such as social work, nursing, public administration, or gerontology and one year of professional or internship experience working with older adults
• OR Two-year certificate or degree in a human services-related field or a community health certificate with three years of professional experience working with older adults
• OR Five years of relevant professional experience in care coordination and case management at a nursing facility, assisted living, hospital, home care or lead agency.
• Requires a minimum of two years of experience required in quality assurance, performance management, data analysis, or operational leadership in a contact center.
• Experience required evaluating calls, documentation, or case management activities
• Experience required providing coaching and performance feedback.

Desired Qualities:

• Communication Skills: Strong ability to convey information clearly and effectively to older adults, their families, and team members.
• Problem-Solving: Aptitude for identifying issues and implementing effective solutions to improve service delivery.
• Professionalism: Maintaining a high standard of conduct and integrity in all interactions.
• Flexibility: Adaptability in changing needs and circumstances, ensuring the best possible care for older adults.
• Time Management: Ability to effectively plan, prioritize, and execute tasks within set deadlines to maximize productivity and efficiency.
• Analytical: Ability to gather and interpret information, spot trends or issues, and use data to make sound recommendations and improve outcomes.
• Detail-Oriented: Consistently attentive to accuracy and completeness; carefully reviews work, follows established standards, and catches errors or inconsistencies before they impact clients or compliance.

How to Apply: If you meet these qualifications, please read the job description and apply by visiting www.mnraaa.org. Applications will be accepted until the position is filled. Resumés will not be accepted without a cover letter and completed application.

Compliance and Equal Opportunity: MNRAAA complies with all applicable federal, state, and local laws regarding equal employment opportunities. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

In accordance with Minnesota state law, MNRAAA discloses the starting salary range and a general description of all benefits and other compensation offered for this position. We are committed to transparency and fairness in our hiring process.

Remote Work Compliance: This position allows for remote work within the state of Minnesota. Remote work arrangements must comply with all applicable state and federal employment laws, including the Fair Labor Standards Act (FLSA). Employees working remotely are expected to adhere to the same standards of performance and conduct as those working on-site. MNRAAA will provide necessary equipment and support to ensure a productive remote work environment. Regular communication and attendance at virtual meetings are required.

Equal Opportunity Employer: MNRAAA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.