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 interactionsParticipates in investigations of complaints and non-conformance issues at the direction of RS leadershipCollects, organizes, and tracks quality dataAssists in identifying trends or areas for improvement through data collection and reviewSupports implementation of corrective actions recommended by RS leadershipPrepares reports and summaries related to quality performanceCollaborates with QA Specialist to identify common training needsEscalates concerns and shares review results with QA Specialist and RS LeadershipContributes ideas during team-based discussions to improve constituent experienceEmbodies empowerment, self-confidence, nimbleness, faithfulness, intentionality, and a positive attitude in all assigned workOther Duties/Responsibilities:May be required to work from home from time to time, ensuring business continuityPeriodic overtime and weekend work will be necessaryPerforms other duties as assignedWorking Environment/Physical Requirements:Office/Production environment performed at individual workstations or workstations at home Fast paced, high stress, frequent changes in process and proceduresRepetitive motionAbility to perform keying functions for 70% of the time or moreAbility to type proficiently minimum 45 words per minuteSitting for extended periods of time Ability to view dual computer monitor screens for entirety of assigned shiftAbility to speak, hear and see clearlyAbility to maneuver multiple computer applications (Microsoft Office Suite, etc.)Job Qualifications/RequirementsCharacter/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 prayerPrays personally for Focus on the Family's staff and constituents and may occasionally lead in a public prayerEngages in Christian ministryDemonstrates behaviors aligned with FOF core valuesPersonal 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 requirementsSelf-motivated; demonstrates the ability to get the job done, even if it means working outside the accepted channelsDiplomatic; articulate; decisive; approachable; flexible; concern for long-term effectivenessPositive and encouraging attitude with ability to motivate/encourage peersTeam player; trustworthy; reliableCoachable, able to redirect work priorities and assignments as requestedCreative thinker, effective problem-solverKnowledge/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 beneficialIn depth knowledge of FOTF mission, philosophy, values, and objectivesWorking knowledge of Microsoft OfficeSkills, Abilities, and Special Talents/Gifts:Ability to work shifts outside of normal business hours Demonstrated leadership and administrative skillsAbility to aggressively take initiative, when appropriate and communicate effectively, verbally and writtenHighly polished verbal and written skills: clarity of expression, good organization of thoughts, and effective articulationStrong ability to organize and plan work in advance, deciding on the most efficient way to do assigned tasks or projects; ability to monitor and delegate when appropriateSelf-motivated ability to work independentlyRequires use of judgment to solve moderately complex problems within the limits of standard policy and practiceExcellent computer skills, problem solving skills, organizational skills, and analytical skillsAbility to manage confidential informationAbility to encourage and motivate personnel individually and on teams through a variety of communication channelsPay Range: $22.00 to $25.25/hr   Application Materials Required: Cover Letter, Resume/CV*Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.Focus on the Family puts a high value on our team members and offers a unique benefit package.Employees scheduled for 20 hours or more per week are eligible for:Norton LifeLock ID Theft CoverageLegal Shield/ID Shield CoverageAFLAC403B Retirement PlanVacation Time & Vacation PayoutSick TimeHolidaysService AwardsCommunity Service DaysBookstore DiscountFitness CenterEmployees scheduled for 30 hours or more per week are eligible for all the above and:Medical PlanDental PlanVision PlanLife InsuranceDisability InsuranceFlexible Spending AccountsEAP (Employee Assistance Program)Tuition ReimbursementWarehouse Membership ReimbursementNote: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents. *Temporary employees are not eligible for benefits, except for:Sick TimeBookstore DiscountFitness CenterTentative Search Timeline:Priority will be given to applications submitted by November 26, 2025 However, this posting will remain open until filled. The potential employee start date is December 8, 2025. Posting date:  November 17, 2025Un-posting date: ongoing until filledPosting contact email: Helping Families Thrive in Christ Focus on the Family is a 501c3 Christian Non-Profit Ministry.