Quality Program Administrator - Call Center
US-NE-Omaha
Job ID: 2024-1640
Type: Regular Full-Time
# of Openings: 1
Category: Member Services
Omaha Remote
Overview
AAA Life Insurance is hiring a Quality Program Administrator! This position will oversee the Member Services call quality monitoring program through developing and maintaining the process review criteria.
Responsibilities
Position Responsibilities
- Quality and Continuous Improvement Program Administration.
- Writes work instructions.
- 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
* 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 PowerBI
* Ability to coach and influence others
* Excellent written and verbal communication skills
* LOMA, Associate of Customer Service designation preferred
* CSSGB preferred (Certified Six Sigma Green Belt)
* Strong analytical skill and decision-making skills.
*QUALITY CERTIFICATION preferred - ASQ, CMQ, CQIA, etc.
What We Offer:
- A collaborative, energetic work environment where you can put your passion for people to work
- Medical, Dental, Vision, Life and Disability coverage available day one
- Pension Plan
- Performance-based incentive plan
- 401k available with a Company match
- Holidays and Paid Time Off
- AAA Basic Membership
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