Bilingual Quality Improvement Analyst

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Requirements:

• 2+ years of professional crisis intervention experience beyond volunteerism.
• Fluency: verbal and written Spanish and English.
• Intermediate knowledge of quality improvement and quality assurance processes.
• Willingness to complete updated volunteer Crisis Counselor training.
• Demonstrates commitment to equity and inclusion.
• Intermediate G-suite, computer, internet, & technical skills.
• Reliable high-speed internet connection required.

Responsibilities:

• Work collaboratively with manager, conversation-takers, staff reviewers to complete quality improvement reviews.
• Provide quality assurance oversight to conversations between volunteers and users in crisis.
• Validate conversation transcripts for delivery to Vibrant.
• Manage account needs for reviewers by liaising with external stakeholders.
• Optimize internal review procedures, create standard operating procedures.
• Analyze quality improvement data to identify trends and improvements.
• Participate in trainings and internal working groups.