Quality Program Administrator

Overview

By joining AAA Life, you will have the opportunity to strengthen the name and reputation of the brand that millions have come to rely upon for financial peace of mind. We are a company dedicated to our members and our employees.

Bring your continuous improvement and quality control skills to a thriving reputable company! The Quality Program Administrator will administer all of AAA Life’s quality programs. This includes the Member Services (Call Center) and the Policy Change quality and continuous improvement programs.

Responsibilities

Position Responsibilities

• Quality and Continuous Improvement Program Administration
• Oversees the Member Services/Policy Change call quality monitoring program through developing and maintaining the process review criteria.
• Writes procedures and documentation.
• Analyzes data. Conducts monitoring of designated Member Service Advocate’s calls as well as coordinates call monitoring completed by the Escalation Specialists to ensure monitoring efforts are consistent.
• Provides coaching to advocates to ensure desired call quality. Based on quality review of recorded and live calls, provides recommendations on training content, to maximize efficiencies and effectiveness of the department.
• Consistently looks for process improvement opportunities and ways to close gaps.
• Identifies, trends, communicates and coaches Member Service Advocates on key quality and development opportunities identified via the call quality and Ultera QA programs.
• Conducts process audits of Ultera work to ensure adherence to established procedures.
• Provides reporting to Managers on results and delivers developmental feedback to advocates as needed

Qualifications

Position Requirements

• Bachelor’s degree in relevant field or equivalent work experience
• Minimum of 2 years of experience operating in continual improvement of a Quality System
• Minimum of 2 years of experience in a customer service environment preferred
• Working knowledge of Microsoft Office, ACCESS, PowerPoint, Excel
• Ability to coach and influence others
• Excellent written and verbal communication skills
• LOMA, Associate of Customer Service designation preferred
• Strong analytical skill and decision-making skills.
• Prepare and present reports and proposals to all levels of management.
• Create and maintain processing procedure manuals, rules and instructions.
• Prepare and analyze quality statistical data.
• Work overtime or weekends to meet deadlines

What We Offer: 

• Medical (1st day!), Dental, Vision
• Performance-based incentive plan
• 401K with a Company match and Pension Plan
• 10 Paid Holidays and Paid Time Off
• AAA Basic Membership