Quality Assurance Team Lead

The Quality Assurance Team Lead delivers quality, professional information, referrals, and consultation on health and human services to individuals in need of assistance. The role also performs tasks related to call monitoring, quality assurance evaluation, and peer coaching of Information & Referral (I&R) Specialists in accordance with Inform USA standards. Additionally, the Quality Assurance Team Lead contributes to special projects and other United Way of Greater Houston initiatives.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Monitors I&R Specialists, via silent or side-by-side monitoring methods, to ensure they are assisting 2-1-1 callers in accordance with Inform USA standards and internal service protocols. Utilizes the HELPLINE’S most current feedback and evaluation tools to assess call handling, documentation accuracy and referral appropriateness. Keeps up-to-date, accurate records on all monitored calls according to established protocols. Provides peer coaching to I&R Specialists to enhance call quality, customer service, and adherence to standards. Communicates trends to Service Delivery Manager.
• Receives incoming HELPLINE English and/or other language calls/emails/texts/chats, assesses clients’ needs and makes appropriate referrals to social service agencies, programs and services. Keeps up-to-date, accurate records on all calls and follows-up on cases according to established protocols. Consistently meets or exceeds call monitoring quality standards in their own performance, modeling best practices for the team.
• Participates in internal United Way of Greater Houston events and stays informed on social issues, programs and changes in services. Attends staff meetings, conferences and workshops for professional development. Assists manager with planning team activities. Participates on assigned special projects, United Way Initiatives, and committees. Performs other duties as assigned.