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Quality Assurance Specialist

2 months ago

Omaha, Nebraska, United States AAA Life Insurance Company Full time
Quality Program Administrator

AAA Life Insurance is seeking a Quality Program Administrator to oversee the Member Services call quality monitoring program. This role will involve developing and maintaining process review criteria to ensure consistent monitoring efforts.

Responsibilities
  • Develop and implement quality control processes to ensure high-quality customer service.
  • Analyze data to identify trends and areas for improvement.
  • Conduct call monitoring and provide coaching to Member Service Advocates to ensure desired call quality.
  • Collaborate with Escalation Specialists to ensure monitoring efforts are consistent.
  • Provide reporting to Managers on quality metrics and deliver developmental feedback to advocates as needed.
Requirements
  • Bachelor's degree in a relevant field or equivalent work experience.
  • Minimum of 2 years of experience operating in continual improvement of a Quality System.
  • Working knowledge of Microsoft Office, ACCESS, PowerPoint, Excel, and PowerBI.
  • Ability to coach and influence others.
  • Excellent written and verbal communication skills.
What We Offer
  • A collaborative and energetic work environment.
  • Medical, Dental, Vision, Life, and Disability coverage available day one.
  • Pension Plan.
  • Performance-based incentive plan.
  • 401k available with a Company match.
  • Holidays and Paid Time Off.
  • AAA Basic Membership.