Disability HUB MN Quality Monitor Analyst

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

Key Responsibilities

• Evaluate and monitor the quality of staff interactions with clients and customers.
• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.
• Conduct regular audits and reviews of contact records, case management activities, and adherence to established workflows and policies.
• Provide timely, constructive feedback to staff and supervisors to improve performance, compliance, and client outcomes.
• Develop and maintain quality monitoring tools, scorecards, and performance dashboards to track trends and identify areas for improvement.
• Collaborate with the Systems Support Specialist, supervisors and trainers to design coaching and development plans based on performance data.
• In partnership with the Systems Support Specialist, help to identify systemic issues affecting quality or compliance and work with leadership to implement process improvements.
• Ensure adherence to regulatory requirements, organizational policies, and contractual standards.
• Document and report findings, trends, and recommendations to management and stakeholders.
• Support ongoing training initiatives by identifying gaps in knowledge, skills, or procedures.
• Participate in continuous improvement initiatives aimed at enhancing service delivery and operational efficiency.
• Provide real-time operational oversight and support to staff as needed.
• Communicate promptly with the Hub Director regarding operational updates and concerns.
• Deliver coaching and guidance to ensure consistent, high-quality customer service.
• Foster a positive team culture that promotes morale and engagement.
• Support ongoing staff training and professional development to meet established standards.
• Partner with the Hub Director to identify and implement system and process improvements.
• Recommend strategies to enhance staff experience and overall team effectiveness.

Requirements

• Minimum of 2 years of experience in performance management, quality assurance, data analysis, or operational leadership within a regulated contact center, human services, or similar environment.
• Strong interpersonal skills to collaborate with the Systems Support Specialist, supervisors, trainers, and operations of leadership.
• Flexibility to adapt to evolving regulatory, policy, and organizational requirements.
• Strong attention to detail and analytical skills.
• Demonstrated commitment to continuous improvement and operational excellence.

Qualifications

• Must reside in Minnesota.
• Associate's degree in Business Management or a related degree.
• Employment is contingent upon successful completion of a criminal background check.
• Proven ability to assess and improve staff performance and operational quality.
• Experience designing or contributing to performance improvement plans and training initiatives.
• Knowledge of regulatory requirements, quality assurance standards, and best practices in customer service or human services.
• Proficiency in tracking, reporting, and analyzing operational metrics to drive actionable improvements.
• Experience reviewing calls, documentation, or case management activities.
• Experience providing coaching or performance feedback.