Quality Assurance Analyst

DescriptionSummary:Supports Quality Assurance programs and processes. Responsible for evaluating performance through call monitoring of multiple lines of business within Automotive Services to ensure quality, member service, and adherence to AAA Northeast’s policies and procedures.Job Responsibilities:Using pre-set guidelines, conducts routine and non-routine monitoring and evaluating of calls in an objective and non-bias manner. Communicates findings to front-line supervisors and management in a clear, concise manner.Conducts call calibrations and coordinates meetings to provide front-line supervisors and management with candid feedback, including concerns and pre-established alerts.Assists with trend/error analysis and development of recommendations for management to support initiatives including process/procedure improvements and identifying training gaps.Interprets results and compares them to established specifications and guidelines. Completes documentation needed to analyze data to report out.Special Projects relating to member satisfaction as assigned.Qualifications:High School Education, GED or equivalent and a minimum of one to three years experience in quality control. 2-3 years’ experience in a Contact Center. Strong analytical skills, with focus on accuracy and attention to detail required. Strong communication skills, with the ability to convey complex concepts both orally and in writing. Data Card machine operational experience is a plus but not required. Ability to read and interpret written work procedures, safety practices, and work instructions. Basic computer skills, hands on data processing experience necessary.AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and

elated legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.Requisition Number: 19-0763Title: Quality Assurance AnalystCity: ProvidenceState: RIStatus: Full-TimeType of Position: RegularSchedule: Mon-Friday 8:30AM -5:00PM