Quality Assurance Specialist

3 days ago


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

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.

Key Responsibilities:
  • Develop and maintain quality monitoring processes and criteria.
  • Analyze data and conduct monitoring of designated Member Service Advocate calls.
  • Provide coaching to advocates to ensure desired call quality.
  • Identify trends and communicate key quality and development opportunities to Member Service Advocates.
  • Conduct process audits to ensure adherence to established procedures.
  • Provide reporting to Managers on results 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.
  • Minimum of 2 years of experience in a customer service environment preferred.
  • Working knowledge of Microsoft Office, ACCESS, PowerPoint, Excel PowerBI.
  • Ability to coach and influence others.
  • Excellent written and verbal communication skills.
  • LOMA, Associate of Customer Service designation preferred.
  • CSSGB preferred (Certified Six Sigma Green Belt).
  • Strong analytical skill and decision-making skills.
  • QUALITY CERTIFICATION preferred - ASQ, CMQ, CQIA, etc.
What We Offer:
  • A collaborative, 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.


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