Insurance Quality Monitor I
AAA Northern California, Nevada & Utah

Phoenix, Arizona

This job has expired.


We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Why Work For Us?

  • Training - You'll attend a thorough, comprehensive, training program

  • Benefits - Medical, Dental, Vision, wellness program and more!

  • 401k Matching - $1 for $1 company match up to 6% of pay

  • Annual Incentive Plan - Eligibility to participate in AAA NCNU annual bonus plan

  • Paid Time Off - Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities

  • Collaborative Environment - AAA will value your contribution to providing exceptional service to our members

Summary

The Quality Monitor I is responsible for monitoring, auditing the contact center to ensure compliance with the quality assurance policies and procedures. This role provides objective and quantitative feedback regarding the quality of interactions and transactions.

Essential Functions

  • Support Contact Center Insurance Team Members to ensure a high level of service resulting in an outstanding member experience by listening to call interactions.
  • Performs quality monitoring of inbound and and/or outbound telephone calls through audio and screen capture.
  • Documents quality issues and performance measures for management review. Creating trend reports and provides recommendations for improvement.
  • Participates in Quality Assurance review sessions to discuss current trends and to calibrate calls.
  • Assists in research and analysis work efforts.
  • Assists in resolving requests that are exceptions to guidelines/procedures.
  • Understands and upholds AAA National and NCNU policy regulations and requirements as they apply to Insurance and Sales.

Knowledge/Skills/Abilities

  • Good analytical, communication and mathematical skills
  • Good problem solving, organizational and interpersonal skills
  • Ability to identify errors, inconsistencies in information
  • Skills to distinguish various/differing customer needs in relation to the business needs
  • Familiarity with AAA products and services, policies and procedures preferred.
  • Bilingual communication skills (strongly preferred)

Education & Experience / Licenses & Certification

* High school diploma or GED required, Bachelor's degree preferred.

* 0 - 2 years in a customer service/quality assurance environment or equivalent business experience

* 1-3 years call center experience with significant customer interaction preferred.

Work Environment/Physical Requirements

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Position may require travel 25% of the time by car, plane or other form of transportation to work sites, attend business meetings or conferences. Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.

Competencies

Time Management (Intermediate)

Organizing (Learning)

Quality Orientation (Proficient)

Communication (Learning)

Judgment (Intermediate)

Cooperation (Collaboration) (Learning)


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