Quality Evaluator III

Description

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Leads the quality team, on a day-to-day basis, in evaluating performance through call monitoring of multiple lines of business within the Club to ensure quality, member service, and adherence to AAA Northeast's policies and procedures. Assists in the development to help achieve departmental goals through recommendations, consultation with interdepartmental leaders. Provide analysis and reports to help leadership enhance performance using data of call evaluations and enhancing systems.

What you will do:

• Responsible for performing all regular duties of the QA Evaluator as a working Lead. Duties include evaluating using pre-set guidelines, conducts routine and non-routine monitoring and evaluating of calls in an objective and non-bias manner. See complete details on Evaluator I and Evaluator II job descriptions.
• Conducts call calibrations and coordinates meetings to provide front-line supervisors and management with candid feedback, including concerns and pre-established alerts. Regularly identifies and provides written recommendations of the specific observable and measurable behaviors requiring coaching and trends observed. Identifies opportunities for learning and knowledge, makes recommendations, and supports development of solutions to address performance gaps. As assigned, assists supervisors with best practices for conducting effective call observations. Assists in the development of team members to help achieve individual and departmental goals. Serves as a subject matter expert and resource for utilizing the call center technology.
• Act as a leader in the team under Quality Assurance will provide assistance, training and resolved any complex matter on evaluations. Assist management with daily distribution of workflow and other support duties as necessary. May conduct monthly one on one coaching with team member and conducts quarterly side by side monitoring of evaluators to enhance performance. Provides input for team members performance review.
• Perform trend/error analysis and development of recommendations for management to support initiatives including process/procedure improvements and identifying training gaps. Analyzes for trends at the member and team levels and regularly provides reporting on observed trends and their business impact along with insight and recommendations. Routinely reports on business insights and innovation recommendations gained through observation of employee and member interactions. Regularly provides recommendations to continuously improve business performance. Analyzes call and /or interaction trends to identify training opportunities and communicate opportunities to management. Present all findings in an actionable manner to enhance performance.
• Supports the design of additional training and/or job aids by providing specific situations and issues encountered, to be used as situational learning examples. Develops and maintains a best practice library.
• Other duties may be assigned.

Qualifications

Education
High School Diploma or GED Required and Associate's Degree Preferred

Experience

5-7 years Customer Service experience Required and in quality related roles Required and years in data and report analysis Required and Indirect leadership Required

Licenses and Certifications

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.