Quality Evaluator II Job at AAA Northeast
Overview:
As a Quality Evaluator II you will be:
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. Assisting in the development and provide recommendations to help achieve departmental goals partnering with interdepartmental leadership.
Perks:
Responsibilities:
Come and work at AAA Northeast!
As a Quality Evaluator II you will be:
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. Assisting in the development and provide recommendations to help achieve departmental goals partnering with interdepartmental leadership.
Perks:
Advancement Opportunities
401(k) Plan w/ 6% company match
Medical, Dental & Vision Coverage
Employee Discounts - Free AAA membership
Tuition Reimbursement
Health & Wellness rebates
Responsibilities:
- Evaluates using pre-set guidelines, conducts routine and non-routine monitoring and evaluating of calls in an objective and non-bias manner. Communicates findings to employee during training period, front-line supervisors and management in a clear, concise manner. Regularly evaluates and scores assigned employee’s member interactions utilizing the appropriate technology, systems, and standard evaluation forms.
- Assesses the complete member experience, including the conversation/interaction quality, the appropriateness, completeness, and accuracy of response, as well as the overall right size of the interaction. Assesses the technical accuracy of the employee response or solution, adherence to process, utilization of tools and resources, and all observable behaviors that demonstrate balance in what they say and in what they do. Identify and report configuration issues preventing the appropriate capturing and recording of interactions needed for evaluation. Participate in the escalation process of disputed evaluation scores.
- 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.
- Assists with 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. 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/Licenses/ Certifications:
High School diploma or GED required
Associates degree preferred
Experience:
3-5 years Customer Service experience required.
1 year of quality related experience required
1 year in Position-specific technical knowledge preferred.
Skills & Abilities:
Think, Act & Be Safe.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Able to meet deadlines, Strong organizational skills with the ability to handle multiple tasks simultaneously
Strong analytical skills Strong problem-solving skills, Ability to work independently, Computer knowledge with current software applications, Flexibility to travel to Regions, Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to operate a computer/mobile device with relevant software applications.
High School diploma or GED required
Associates degree preferred
Experience:
3-5 years Customer Service experience required.
1 year of quality related experience required
1 year in Position-specific technical knowledge preferred.
Skills & Abilities:
Think, Act & Be Safe.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Able to meet deadlines, Strong organizational skills with the ability to handle multiple tasks simultaneously
Strong analytical skills Strong problem-solving skills, Ability to work independently, Computer knowledge with current software applications, Flexibility to travel to Regions, Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to operate a computer/mobile device with relevant software applications.
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