Quality Evaluator I
About The Position
The Quality Evaluator I evaluates performance by monitoring calls across multiple lines of business within the Club to help ensure quality member service and compliance with AAA Northeast policies and procedures. The role assesses the complete member experience, including interaction quality, the accuracy and completeness of responses, technical accuracy, adherence to processes, use of tools and resources, and observable employee behaviors. The evaluator scores member interactions using established guidelines, technology, systems, and standard forms. The role communicates findings to employees, supervisors, and management; conducts calibrations; identifies trends and performance gaps; and recommends coaching, learning, and knowledge-development solutions. The position is based at RI Prov HQ General in Providence, Rhode Island, and is listed as full-time on the first shift.
Requirements
- High school diploma or GED required.
- Two to three years of customer service experience required.
Nice To Haves
- Associate degree preferred.
- One to three years of position-specific technical knowledge preferred.
Responsibilities
- Evaluate calls using preset guidelines and conduct routine and non-routine monitoring objectively and without bias.
- Communicate evaluation findings clearly and concisely to employees during training, front-line supervisors, and management.
- Regularly evaluate and score assigned employees’ member interactions using appropriate technology, systems, and standard evaluation forms.
- Assess the complete member experience, including interaction quality, response appropriateness, completeness and accuracy, and whether the interaction was appropriately sized.
- Assess technical accuracy, process adherence, use of tools and resources, and observable behaviors.
- Identify and report configuration issues that prevent appropriate capture and recording of interactions needed for evaluation.
- Conduct call calibrations and coordinate meetings to provide supervisors and management with candid feedback, concerns, and pre-established alerts.
- Provide written recommendations describing specific observable and measurable behaviors requiring coaching and trends observed.
- Identify learning and knowledge opportunities, recommend actions, and support development of solutions to address performance gaps.
- Assist supervisors with best practices for effective call observations, as assigned.
- Assist in developing team members to help them achieve individual and departmental goals.
- Perform other duties as assigned.
Benefits
- Medical coverage with employer contributions covering up to 93% of the premium cost.
- Dental and vision options.
- 401(k) retirement plan with a 6% company match; contributions are fully vested and made every pay period.
- Three weeks of vacation, 12 holidays, and eight sick days.
- 48 hours of volunteer time annually.
- Free AAA membership.
- Insurance discounts.
- Travel commission refund.
- Wellness incentives of up to $625.
- Tuition reimbursement of up to $6,000.
- Annual bonus opportunities and, for certain roles, additional monthly and/or quarterly incentive compensation.
- Ongoing training and career development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
