Donor Care Quality Assurance Specialist-Bilingual

Hope Media Group

About The Position

The Donor Care Quality Assurance Specialist is responsible for the daily Donor Care processes and transactions ensuring internal and external donor phone call interactions meet the standards and requirements set by the Ministry. This role provides feedback to Donor Care Manager, collaborates with stakeholders to implement quality improvements for the Donor Care department, and stays well informed on industry best practices to drive continuous improvement in the donor journey/experience. Accountable for stewardship.

Requirements

High School diploma or GED required. Associate's degree preferred.
Two years of hands-on data management and administrative experience with emphasis on automated data processes.
Bilingual a plus- Spanish/English
In-depth attention to detail regarding data entry and numerical accuracy, with a focus on data analysis and data integrity.
Able to clearly communicate both verbally and in writing with donors by telephone, e-mail, and in person. Firm grasp of English and Spanish Language.
Working knowledge and expertise with fundraising databases.
Able to maintain high level of confidentiality.
Proficiency using Microsoft Word
Advanced Proficiency in Excel
Able to prioritize and multitask within a fluctuating workload.
High level of organization and time management in an environment with frequent interruptions.
Able to work with minimal supervision, both independently and within a team. Must demonstrate initiative.
Heart for Christian ministry
Strong moral character
Has a personal relationship with Jesus Christ. Spiritually grounded and working knowledge of scripture
Must be an active member of a Bible believing local church

Responsibilities

Maintain weekly/monthly internal deliverable set by supervisor
Manage/support donor accounts
Clean/scrub donor data for accuracy
Verify large gifts
Contact donors with credit card declines
Manage call-back protocol for dropped calls during SD
Assist with t-shirt handling (shipping, email copy, package inserts, etc)
Attempt to reactivate lapsed pledges
Provide Donor Care team support as needed
Outbound Gratitude/Thank you calls post SD
Identify Donor Care areas for improvement through thorough analysis and feedback & escalate to Manager, Donor Care
Maintain knowledge of functional areas and HMG policies & procedures
Provide quality support for Donor Care (inbound/outbound)
Complete internal & external Donor Care quality assurance
Donor Care Data Hygiene/Clean Up.
Quality Assurance stewardship for internal & external SD Phone Zone:
Provide training on quality standards and best practices
Maintain consistency in quality evaluation criteria (internal & external)
Coach agents to proactively manage quality standards & compliance
Identify needs & organize training(s) to ensure best donor experience
Demonstrate time-management, balancing quality with timely execution in a production and metrics driven environment
Train & evaluate external call center new hires while still in Training/Nesting Class
Define/track/analyze complex needs/trends and report to supervisor