2-1-1 Quality Assurance Program Coordinator
Rocky Hill, CT 211
Job Type
2-1-1 Quality Assurance Program Coordinator
The Quality Assurance Program Coordinator is responsible for overseeing and monitoring all aspects of Quality Assurance for 2-1-1 Contact Center Operations including all 2-1-1 Crisis and 2-1-1 Information and referral services. The Quality Assurance Program Coordinator will ensure consistency and quality of services delivered by all 2-1-1 Contact Center programs. The Quality Assurance Program Coordinator develops and implements quality assurance initiatives by working closely with the Director of 2-1-1 Information and Referral Services and the Director of 2-1-1 Crisis Intervention Services. This position strives to fulfill the mission of United Way of Connecticut at all times while at work.

The Pay & Benefits: $23.11 – $33.51 per hour

Spanish- or Portuguese-speaking applicants who are hired and pass certification will get an additional $.75 per hour.

  • An outright 8% 401(k) contribution (approximately $4,000 annually)
  • 20 days of Paid Time Off in a calendar year – you begin accruing immediately!
  • 10 paid holidays per year
  • 80% company-paid health insurance premium and deductible
  • Tuition reimbursement after 1 year
  • Supportive, culturally diverse and inclusive company culture.
  • And more!

Shifts Available: Monday- Friday 10:00 a.m. – 6:30 p.m.

After job training, position will be hybrid (in office and remote).

  • Bachelor’s degree in business administration, public administration, social work, non-profit management, management, mathematics, statistics, information systems or computer sciences field or related field.
  • Experience in quality assurance and process improvement initiatives.
  • Experience in writing procedures and user documentation.
  • Analytical and problem-solving skills.
  • Minimum of two years working in a related field which includes supervision, training, and quality assurance practices.
  • Minimum of two years experience working in a contact center environment.
  • Working knowledge of call center technology and supporting software systems.
  • Ability to multi-task and adapt to changing needs within the department.
  • Excellent collaboration and teamwork skills, ability to work with all levels of the organization.
  • Proficiency with MS Office applications.
  • Ability to carry out job responsibilities with moderate supervision.
  • Ability to maintain a high level of confidentiality in day-to-day duties.
  • Excellent written and verbal communication, listening, organization and priority setting skills.
  • Ability to be available for work outside normal working hours and be available for on-call work as needed over a 24-hour time period.
  • Ability to relate well with people from diverse groups.
  • Ability to perform job with integrity and values consistent with the UWC Mission.

As a VEVRAA Federal Contractor, United Way of Connecticut, Inc. desires priority referrals of protected veterans for positions at its location at 1344 Silas Deane Hwy, Rocky Hill, CT 06067.

Any questions may be referred to Recruitment@ctunitedway.org.

United Way of Connecticut is an Affirmative Action/Equal Opportunity Employer.



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