Foundation for California Community Colleges · 22 hours ago
Quality Analyst, Community Impact Call Center
United States
Full-time
Remote
Mid Level
$24/hr - $25.20/hrFoundation for California Community Colleges is seeking a Call Center Quality Analyst to support their Community Impact Call Center. The role involves overseeing quality assurance activities, collaborating with leadership to meet operational objectives, and enhancing the customer experience through process improvements.
Higher EducationNon ProfitSocial Assistance
Responsibilities
Supports the leadership team by providing multiple channel quality reviews (Quality Forms, Email, Microsoft Teams) and communicates to the quality analyst leadership, as well as the team members who are receiving the assessment review
Collaborate with the leadership team to align efforts with operational objectives and ensure quality standards are met
Prepare and deliver accurate, timely reports to departments, individual teams, and team members, as well as the quality analyst supervisor
Participate in deep dives to identify best practices and opportunities for improving Quality Control processes
Propose and implement ideas for process improvements to enhance efficiency, quality, and the overall customer experience
Develop and maintain QA process documentation in collaboration with the quality analyst leadership team, ensuring updates are implemented on an ongoing basis
Communicate updates and changes to quality assurance processes to leadership and relevant team members
Perform daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule
Conduct Weekly team lead quality meetings for reporting and coaching feedback
Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements
Contribute to team success by completing additional projects and tasks as assigned
Qualification
Required
Exceptional use of effectively and efficiently managing time; concentrates efforts on most important priorities
Knowledge in telecommunications and customer service, serving underserved communities
Ability to break down and explain data trends
Aptitude in setting objectives and goals; break down work into process steps
Capability to speak, write and present clearly and succinctly in a variety of communication settings and styles
Mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people's lives for the better
Ability to work in an environment that encourages innovation, creativity, collaboration, and entrepreneurship
Expertise in niche areas across areas of impact and higher education overall, and knowledge of business, philanthropy, technology, communications, and more
Commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall
Preferred
Bilingual speaking abilities in Spanish and English
Benefits
Competitive compensation, generous PTO, holidays
Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
CalPERS retirement program and optional 403(b) and 457 Retirement plans
Tuition reimbursement
Public Service Loan Forgiveness certified employer
Company
Foundation for California Community Colleges
Foundation for California Community Colleges is built to benefit and enhance the missions of the California Community College system.
Founded in 1998
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$7.7MKey Investors
California Jobs FirstThe California EndowmentLumina Foundation
2025-08-28Grant· $3M
2022-06-13Grant· $3.7M
2022-01-18Grant· $1M
Leadership Team
Keetha Mills
President and Chief Executive Officer
Scott Travasos
Chief Financial Officer
Recent News
The Business Journal
2025-08-30
Company data provided by crunchbase