Mission: To improve lives by mobilizing the caring power of Greater Kansas City

We’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits, and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting.  

 We are a team of adaptive, driven, focused, and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible, with a hybrid virtual and in-office environment.  We believe that working hard and playing hard are essential to a job well done. Come be a part of the pinnacle nonprofit in our community!

Job Title: Quality Assurance and Training Manager

Department: Community Impact - 211

Location: Hybrid, must reside within an hour of office address

Reporting to the Vice President 211, this position is responsible for overseeing and coordinating quality assurance policies and training plans for the 211-contact center according to established protocols and Inform USA accreditation standards to ensure quality service to United Way 211 clients. Also, this individual will oversee and coordinate training plans for contact center employees. This includes leading the development of new and ongoing training opportunities for contact center employees, leading training for new contact center employees, and leading the annual Inform USA certification for eligible staff.

Position Duties & Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Training & Staff Development

• Collaborates with Vice President, Contact Center Managers, and other key staff to implement and enhance new hire and ongoing training for frontline contact center staff.
• Partners with leadership to plan and facilitate bimonthly staff meetings.
• Utilizes the 211 Community Resource Specialist (CRS) Standard Operating Procedures and Manual during training and coaching sessions. Updates procedures as needed.
• Incorporates Inform USA accreditation standards and training materials, updating materials to meet the highest standards of information and referral services.
• Regularly evaluates and improves efficiencies and processes in a virtual training environment for remote contact center operations.

Quality Assurance

• Ensures monthly Quality Assurance (QA) review of individual contact center staff performance, including review of data entry and call recordings, is completed in a timely manner.
• Collects all required materials and distributes monthly scorecard packets to each contact center staff member in a timely manner.
• Reviews and evaluates call data records monthly for accuracy and appropriate referrals.
• Manages the Quality Assurance staff member, ensuring all QA procedures comply with Inform USA standards.
• Oversees assessment and completion of the QA and training sections during the Inform USA reaccreditation process.
• Leads monthly Quality Assurance Team meetings, including selecting calls for review, leading discussions, and guiding calibration processes.
• Meets regularly with Contact Center Managers to address concerns and review progress of contact center staff.
• Complete analysis of QA performance and trends of contact center monthly.
• Research and review current QA trends and procedures to ensure continued adherence to Inform USA & 211 best practices.

Reporting & Data Analysis

• Develops and monitors NICE inContact Quality Management evaluations and quality plans for frontline contact center staff.
• Generates weekly and monthly reports from the contact center software, meeting all established deadlines.
• Assists Contact Center Managers and Vice President in identifying trends, creating new reports as needed, and enhancing training procedures based on data findings.

Professional Standards & Compliance

• Gains proficient understanding of, and adheres to, Inform USA standards specifically related to contact center and quality assurance operations.
• Gains proficient understanding of, and adheres to, United Way 211 operating procedures, including contract responsibilities, specifically related to contact center and quality assurance operations.
• Maintains working knowledge of 211 Community Resource Specialist job responsibilities and expectations.
• Applies for Inform USA Community Resource Specialist certification upon meeting eligibility requirements.

Metrics of Success:

• New hires meet minimum performance benchmarks within the targeted “time-to-competency” window.
• Frontline training plans implemented and monitored weekly to ensure successful completion of assigned training modules.
• Monthly QA review completion rate – 100% of required QA scorecards completed on time.
• QA performance improvement – Comprehensive staff performance meeting quality assurance goals and showing measurable improvement after coaching based on QA results.
• Adherence to Inform USA standards without any noncompliance findings during internal and/or reaccreditation review.
• Frontline staff express a high level of satisfaction with engagement and collaboration.
• A compassionate curious communication style and strong interpersonal skills.
• Respect given in all interactions including timely responses to communications.
• Clear and effective explanation of processes in multiple ways.
• Represent the UWGKC brand and mission with professionalism and passion to advance giving, engagement and brand value.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

• A minimum of 2 years of training and/or quality assurance experience.
• Supervisory experience preferred but not required
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint, Teams, and Outlook); strong Excel and Word skills are essential.
• Excellent communication and stakeholder engagement skills, especially when discussing technical content or standards.
• Strong organizational skills, attention to detail and the ability to multi-task. Must be able to perform multiple tasks across multiple platforms, databases, and tools.
• High degree of reliability, thoroughness, consistency, organization and accuracy is required.
• Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.
• Must be able to provide leadership, direction, and training.
• Ability to use discretion and maintain confidentiality when handling sensitive data.
• Bi-lingual Spanish proficiency is ideal but not required.

Core Competencies:

• Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.
• Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.
• Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.
• Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.
• Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.

If you are interested, please apply by: October 5, 2025

We plan to begin interviewing candidates by: Rolling Interviews until October 10, 2025

Work Environment: Hybrid (combined virtual and in-person office)

Benefits: Full health and dental coverage; Flexible Paid Time Off; HSA, 403B with company match; paid parental leave and paid extended medical leave, flexible office culture; employee development opportunities.

Position Leader: Vice President, 211

Position Leads: Part-time Quality Assurance Specialist

FLSA Status: Exempt (Salary)

United Way of Greater Kansas City - Equal Opportunity Employer

http://www.unitedwaygkc.org/about/careers

About United Way of Greater Kansas City

United Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies, and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.  Its focus is to improve the health, education, and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national, and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students, and more. For more information, please visit www.UnitedWayGKC.org.

OMNI and our clients are Equal Opportunity Employers.