Quality Program Administrator - Call Center

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Job description

Quality Program Administrator

US-NE-Omaha

Job ID:
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 Advocates 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
Bachelors 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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