POSITION SUMMARY: The Hotline Quality Assurance Coordinator monitors call quality measures and reports to ensure compliant and consistent Hotline services. This role will also provide critical assistance to the development and maintenance of Hotline policies and procedures. ESSENTIAL FUNCTIONS & DUTIES: Monitors call quality assurance measures and reports to ensure Hotline activities and contacts are compliant and consistent. Evaluates Hotline call performance and metrics to report findings and data back to Hotline leadership. Selects calls and web contact instances to be reviewed by Counselor team. Collects and reviews caller grievances, communicates findings with supervisors, develops treatment pl
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