Quality Assurance and Training Specialist-WI

Reports To: 211 WI Operations Director

Location: Must reside in Wisconsin

Status: Full-time

Salary: $50,000-$53,000

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. The position supports continuous improvement across regional contact centers, contributing directly to effective access to services for Wisconsin residents and partnering with the Wisconsin Information and Referral team to address training priorities.

• 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, completion, and prepare reports, summaries, notes, and follow-up items.
• 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.
• 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.

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, nonprofit program support, or grant coordination roles with demonstrated organization and coordination abilities.

• 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.