Quality Assurance and Training Specialist-211 WI

Reports To: 211 WI Operations Director

Location: Must reside in Wisconsin

Status: Full-time

Salary: $50,000-$53,000

Position Overview

This role plays a critical part in ensuring consistent, high-quality service delivery across the 211 Wisconsin network. The Quality Assurance and Training Specialist strengthens call handling, resource accuracy, and partner confidence by designing and coordinating statewide training and quality monitoring systems. This position supports continuous improvement across regional contact centers, contributing directly to effective access to services for Wisconsin residents. The position will partner with the Wisconsin Information and Referral team to address training priorities that support partners.

About United Way of Wisconsin

United Way of Wisconsin works to improve lives and strengthen communities by mobilizing partners to close gaps and expand opportunities so everyone can thrive in Wisconsin. This includes supporting statewide initiatives such as 211 Wisconsin, Volunteer Wisconsin, Techquity WI, and the Wisconsin Information and Referral Exchange (WIRE). United Way of Wisconsin also provides member support services to local and independent United Ways and 211 regional contact centers.

About 211Wisconsin

211 Wisconsin is a free, 24/7 confidential service that helps Wisconsin residents access federal, state, and local resources through a comprehensive database of community non-profit and government programs. Working as a network, 211 Regional Contact Centers support and guide callers to solutions for their specific needs.

Core Competencies

Candidates must be able to demonstrate strong analytical and critical thinking skills, exercise sound judgment, and dynamic teamwork. The person should excel at effective communication, sound technical skills, analytical ability, good judgment, and a strong operational focus. A commitment to process improvement and training is essential with an understanding that success will include in person conversations, verbal interactions, and written communication skills, and be comfortable with using modern technical platforms for meetings and training.

• Strong analytical and critical thinking
• Training design and facilitation
• Process improvement and systems thinking
• Clear written and verbal communication
• Collaborative across departments and diverse groups
• Technical proficiency with data and virtual tools.
• Initiative, adaptability, and eagerness to learn and improve

Essential Duties and Responsibilities

1. Outreach, Training and Education

• Catalogue existing training resources and programs to support ongoing core service (call handling and resource directory management) training coordination and planning.
• Assess and help identify training needs for Regional Contact Centers and partners to inform annual training priorities.
• Build and maintain the annual training calendar, including scheduling training and coordinating logistics for Regional Contact Centers and partners.
• Create training materials, lead and coordinate training sessions, track attendance, and completion, and prepare reports, summaries, notes, and follow-up items

.2. Quality Assurance, Monitoring, and Reporting

• Catalogue current resource directory and call handling quality assurance activities to support consistent monitoring and coordination across Regional Contact Centers.
• Gather and interpret quality assurance needs from partners and funders to inform reporting processes and priorities.
• Collaborate with partners and internal colleagues to design and coordinate regular quality assurance activities, tools, and reports.
• Complete or coordinate the collection of quality assurance data and maintain documentation to support monitoring and reporting activities.
• Prepare and share quarterly quality assurance reports identify trends, inform improvements, and support partner and funder reporting requirements. as assigned.

3. Confidentiality and Compliance

• Maintain confidentiality of sensitive and privileged information.
• Follow organizational policies and procedures related to data privacy, security, and information management, including compliance with applicable state and federal requirements.

Qualifications

Education and Experience

• Associate or bachelor's degree in a relevant field (e.g., nonprofit or business administration, education) or equivalent professional experience.
• 2-3 years of experience in training and education, quality assurance and compliance, non-profit program support, or grant coordination roles with demonstrated organization and coordination abilities.

Skills and Requirements

• Experience with learning management systems and virtual training delivery models.
• Ability to design and deliver effective training programs, translating complex concepts into clear, engaging learning experiences across multiple formats.
• Experience with quality assurance, data collection, monitoring, and reporting methods and tools.
• Strong analytical skills, with experience using data systems, reporting tools, or CRM platforms to generate insights and inform improvements.
• Exceptional written and verbal communication capabilities, with the ability to engage diverse audiences.
• Strong organizational and project coordination skills, with the ability to manage multiple priorities and deadlines.
• Ability to operate effectively both independently and as part of a team within hybrid or distributed work environments.
• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with advanced skills preferred.

Mission Alignment

All staff are expected to reflect organizational core values by being mission-focused, relationship-oriented, results-driven, and strong stewards of the United Way brand.