Quality Analyst And Trainer, Community Resource Center

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we’re creating a More Humane Society.

The Team

This position is part of the Community Resource Center team within the Community Veterinary Hospital. This team is focused on supporting community members and providing access to resources as needed.

The Position

The Community Resource CenterQuality Analyst and Trainer monitors and assesses the quality of customer conversations, across all CRC channels. This includes phone calls (both inbound and outbound), emails, live chat conversations and so on. This position’s responsibilities also include answering the phone, setting appointments, maintaining animal and client records, helping to facilitate OHS services based on individual need, handling client inquiries and providing other administrative support as needed.

Essential Responsibilities

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
• Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

• Monitor and assess CRC Specialist performance against established criteria 
• Develop and implement CRC Specialist training and coaching initiatives and provide performance improvement feedback.
• Design and implement an evaluation program for CRC Specialists. 
• Develop a metric for Quality Scores to track individual and team performance and report findings to leadership at regular intervals. 
• Observe CRC trends 
• Provide customer and internal compliance feedback to management. 
• Identify and help implement tools that will improve CRC Specialist performance. 
• Answer calls and emails of varying complexity. Follow up on customer calls when required.  
• Address and resolve related customer requests and escalate as appropriate. Record details of comments, inquiries, complaints and actions taken. 
• Route inbound calls to the appropriate resources.  
• Understand and utilize appropriate OHS and community services to assist clients.  
• Carry out administrative duties such as data entry, filing, typing, copying, scanning, etc.  
• Provide administrative support to ensure efficient operation of the organization via communication and coordination with internal departments to improve the client experience. 
• Schedule appointments, while adhering to established protocols to ensure appropriate resources are available for services.  
• Provide strategic recommendations to leadership on department processes.  
• Organize and maintain program data and statistics using various shelter software and Microsoft Office Suite.   
• Assist management with administrative and organizational tasks as assigned.   

SUPERVISOR RESPONSIBILITY

Supervises: None

ACCOUNTABILITY

Reports Directly To: Community Resource Center Manager

Often Engages Directly With: Operations Team , Medical Team and Community Veterinary Hospital Team

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

• 3 year(s) related work experience providing customer service and administrative support
• Good understanding of call center modeling relative to call volumes 
• Effective problem-solving and analytical skills. 
• Able to quickly understand and effectively utilize a variety of software to serve clients. 
• Able to navigate multiple computer systems, applications, and utilize search tools to find information. 
• Able to create and analyze reports to identify data-driven training and operational improvements.
• Able to identify and resolve/escalate issues. 
• Able to thrive in a high volume and deadline driven environment. 
• Able to manage multiple deadlines or tasks and quickly adjust priorities base on business needs. 
• Takes ownership in processes and the quality of the work completed.
• Excellent customer service skills, including ability to act with empathy toward clients in emotionally charged situations, either in person, via email or on the telephone.
• Able to maintain confidential and proprietary information in accordance with OHS Standards of Conduct
• Able to work weekends, evenings and holidays as requested.
• Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
• Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
• Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

WORKING CONDITIONS

• Work is performed in an office and medical center/animal shelter environment.
• Travel between the two campuses may be required.
• Working at both campuses may be required.
• Occasional weekend and evening work may be required.
• Animal contact and related injuries may occur.
• Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
• Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
• Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

• Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
• Occasional pushing and pulling of carted items weighing up to 100 lbs.
• Occasional moving items above shoulder level.
• Occasional use of hands and arms at or above shoulder level.
• Prolonged standing, sitting and/or stooping may occur.
• Occasional climbing and bending.
• Must be able to remain in a stationary position for prolonged periods.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.