Quality Assurance & Training Specialist (Pittsburgh Office)

United Way of Southwestern Pennsylvania is currently seeking a Quality Assurance & Training Specialist for PA 211 Southwest, 211 SEPA, and PA 211 Northwest. 211 is a nationally recognized service that provides an efficient connection between people seeking assistance with available local health and human service resources. As a direct report to the Quality & Training Manager, the Quality Assurance & Training Specialist will be responsible for the quality experience of the 211 contact centers’ client interaction via calls, texts and chats, referrals provided, and contact follow-up. As a participating member of the employee training team, the Quality Assurance & Training Specialist will facilitate staff trainings including the tracking of learning paths and consistently gathering feedback to contribute to continuous system improvement.


Required BS or AD in any field or preferred BS or AD in Business Administration, Human Services, or related degree with 2+ years of related quality and training experience