Quality Improvement Coordinator – Contact Center (In Office Position)

FirstLink; Fargo (ND); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Employee Assistance Program

100% paid health, dental, and vision保险

Disability insurance

Life insurance

Paid time off (12 days, 8 hours accr.

Job summary

FirstLink is seeking a Quality Improvement Coordinator to support service quality, compliance, and data integrity across all programs. You will monitor contact center interactions, review documentation, identify delivery trends, and assist with accreditation activities and operational reporting.

You will contribute to improving compassionate care for the 988 Suicide & Crisis Lifeline and 211 Information & Referral Helpline, helping the organization deliver reliable, patient-centered services

Qualifications

• Must have a high school diploma or GED.
• Must be 18 years of age or older.
• Must be able to read, write, and follow oral or written instructions.
• Minimum of 6 months' working experience in a call center, customer service, human service, or mental health field.

Responsibilities

• Monitor contact center interactions and assess service quality.
• Review documentation and data for accuracy and compliance.
• Identify service delivery trends to inform improvements.
• Support accreditation activities and quality assurance efforts.
• Assist with operational reporting and performance improvement initiatives.

Education

High school diploma or GED

Job description

FirstLink is looking for a dedicated professional to join our team as Quality Improvement Coordinator. The Quality Improvement Coordinator supports service quality, operational compliance, and data integrity across all FirstLink's programs. This role is responsible for monitoring contact center interactions, reviewing documentation, identifying service delivery trends, supporting accreditation and quality assurance activities, and assisting with operational reporting and performance improvement efforts.

This position provides essential support to improve the delivery of compassionate care on the local 988 Suicide & Crisis Lifeline and 211 Information & Referral Helpline. Make a difference in the lives of others everyday!

Job Type: Full-time

Starting at $23.50 per hour

Benefits:

• Employee Assistance Program
• 100% paid health, dental, and vision insurance (for the employee only)
• Long-term and short-term disability
• Life insurance
• 12 days of paid time off, 8 hours accrued per month during the first calendar year

Schedule:

• Monday-Friday
• 9AM-5PM
• Final schedule to be determined in collaboration with the Operations Manager.
• Occasional evening or weekend work may be required to support Helpline operations.
• On-call rotation

Required Education and Experience:

• Must have a high school diploma or GED
• Must be 18 years of age or older
• Must be able to read, write, and follow oral or written instructions
• Minimum of 6 months' working experience in a call center, customer service, human service, or mental health field

Work Location: In person