Relationship Services Quality Assurance Associate

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.


The Quality Assurance Associate position exists to conduct routine quality reviews of Relationship Services (RS) team interactions, supporting continuous improvement in service quality, accuracy, and constituent experience. This role works closely with the QA Specialist and RS leadership to ensure that quality standards and procedures are followed consistently and effectively.

Essential Duties/Responsibilities:

• Conducts routine quality assurance reviews of RS team interactions

• Participates in investigations of complaints and non-conformance issues at the direction of RS leadership

• Collects, organizes, and tracks quality data

• Assists in identifying trends or areas for improvement through data collection and review

• Supports implementation of corrective actions recommended by RS leadership

• Prepares reports and summaries related to quality performance

• Collaborates with QA Specialist to identify common training needs

• Escalates concerns and shares review results with QA Specialist and RS Leadership

• Contributes ideas during team-based discussions to improve constituent experience

• Embodies empowerment, self-confidence, nimbleness, faithfulness, intentionality, and a positive attitude in all assigned work

Other Duties/Responsibilities:

• May be required to work from home from time to time, ensuring business continuity

• Periodic overtime and weekend work will be necessary

• Performs other duties as assigned

Working Environment/Physical Requirements:

• Office/Production environment performed at individual workstations or workstations at home

• Fast paced, high stress, frequent changes in process and procedures

• Repetitive motion

• Ability to perform keying functions for 70% of the time or more

• Ability to type proficiently minimum 45 words per minute

• Sitting for extended periods of time

• Ability to view dual computer monitor screens for entirety of assigned shift

• Ability to speak, hear and see clearly

• Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.)

Job Qualifications/Requirements

Character/Spiritual:
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values

Personal Characteristics:

• Maintains a high degree of integrity and ethical behavior in all business activities and decisions; lives with integrity derived from biblical values and demonstrates standards of conduct that meet or exceed company or legal requirements

• Self-motivated; demonstrates the ability to get the job done, even if it means working outside the accepted channels

• Diplomatic; articulate; decisive; approachable; flexible; concern for long-term effectiveness

• Positive and encouraging attitude with ability to motivate/encourage peers

• Team player; trustworthy; reliable

• Coachable, able to redirect work priorities and assignments as requested

• Creative thinker, effective problem-solver


Knowledge/Experience:

• Associate’s degree in related field or 2-3 years of experience in customer service, quality review, or related field

• Experience as a Family Help Specialist preferred and beneficial

• In depth knowledge of FOTF mission, philosophy, values, and objectives

• Working knowledge of Microsoft Office


Skills, Abilities, and Special Talents/Gifts:

• Ability to work shifts outside