Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. Responsible for evaluating performance through call monitoring of Insurance lines of business within the Club to ensure quality, member service, and adherence to AAA Northeast's policies and procedures. Assists in the development to help achieve departmental goals through recommendations, consultation with interdepartmental leaders. Schedule: Monday - Friday 8:30am-5pm

What You Will Do

• Responsible for performing all regular duties of the QC Evaluator III. Duties include, evaluating using pre-set guidelines, conducting routine and non-routine monitoring, and evaluating of calls in an objective and non-bias manner.
• Attend call calibrations meetings, provide consistency with candid feedback, including concerns and pre-established alerts. Regularly identifies and provides written recommendations of the specific observable and measurable behaviors requiring coaching and trends observed. Identifies opportunities for learning and knowledge, makes recommendations, and supports development of solutions to address performance gaps.
• Conducts call monitoring of inbound and outbound phone calls. Scores calls according to QA specifications, by reviewing internal Library, Procedures as well as company guidelines. Documenting feedback in CRM and QA database in a clear, concise, and non-biased manner. Reviews the customer interaction in its entirety including phone calls, endorsement processing of any requests presented by the insured, proper documentation of agency management system and all correspondence sent to the insured.
• Perform trend/error analysis and development of recommendations for management to support initiatives including process/procedure improvements and identifying training gaps. Analyzes trends at the member and team levels and regularly provides reporting on observed trends and their business impact along with insight and recommendations. Routinely reports on business insights and innovation recommendations gained through observation of employee and member interactions. Regularly provides recommendations to continuously improve business performance. Analyzes call and /or interaction trends to identify training opportunities and communicate opportunities to management. Present all findings in an actionable manner to enhance performance.
• Supports the design of additional training and/or job aids by providing specific situations and issues encountered, to be used as situational learning examples. Develops and maintains a best practice library.

Qualifications

Education

• High School Diploma or GED required
• Associate's Degree preferred

Experience

• 3+ years Experience in the Insurance industry required and
• 2+ years Experience in Quality, data and report analysis required or
• 1+ years In preceding job level required
• 1+ years Indirect leadership experience preferred

Licenses and Certifications

• Valid Personal Lines License Required
• Insurance Designation (ARC, CISR, ACSR) within 12 months

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.