Quality Assurance Specialist
About The Position
AAA Club Alliance is seeking a Quality Assurance Specialist to join our team. This position can be based at our offices located in Wilmington, DE, Lexington, KY, or Cincinnati, OH. This is a hybrid role and will require you to be on-site Tuesday, Wednesday, and Thursday. The primary duties of the Quality Assurance Specialist are: Collects and inputs survey results. Able to scrub and organize data for analysis. Monitors call content for technical knowledge and customer service. Responsible for reviewing survey data (Qualtrics), researching call data (Sales Force) and may require monitoring or evaluation(Genesys Cloud) of Contact Center agents and other operations associates to ensure that the professional and quality of information disseminated is correct. Provides input for improvement of methods and policies. Prepares reports summarizing performance relative to the monitoring program. Participates in regular calibrations with respective management staff. Responsible for providing weekly/monthly assurance reports to Analyst and Manager. Assists in the organization, review, evaluation and summarization of data to identify trends and opportunities for all business lines
Requirements
- Associate’s degree or equivalent.
- 2 years customer service and/or quality assurance experience.
- Possess a strong background in customer service, quality monitoring, report trending and analysis.
- MS office – working knowledge with Access and Excel.
- Willingness to become familiar with Automotive systems: Sales Force, Genesys and Reporting Qualtrics, BIA.
Responsibilities
- Collects and inputs survey results.
- Able to scrub and organize data for analysis.
- Monitors call content for technical knowledge and customer service.
- Responsible for reviewing survey data (Qualtrics), researching call data (Sales Force) and may require monitoring or evaluation(Genesys Cloud) of Contact Center agents and other operations associates to ensure that the professional and quality of information disseminated is correct.
- Provides input for improvement of methods and policies.
- Prepares reports summarizing performance relative to the monitoring program.
- Participates in regular calibrations with respective management staff.
- Responsible for providing weekly/monthly assurance reports to Analyst and Manager.
- Assists in the organization, review, evaluation and summarization of data to identify trends and opportunities for all business lines
Benefits
- The starting pay range for this position is $21.13 to $32.88.
- The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.
- Comprehensive health benefits package.
- Up to three weeks of paid time off accrued during your first year.
- 401(K) plan with company match up to 7%.
- Professional development opportunities and tuition reimbursement.
- Paid time off to volunteer & company-sponsored volunteer events throughout the year.
- Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
101-250 employees
