Jobs at AAA Missouri

Monitors and evaluates customer service calls across multiple business lines using established quality guidelines. Scores member interactions for service quality, technical accuracy, policy adherence, and process compliance. Communicates findings to employees, supervisors, and management; conducts calibration meetings; identifies coaching opportunities and performance trends; recommends solutions to address knowledge and performance gaps; and supports supervisor training and team development.

Analyzes business processes, elicits and documents IT requirements, develops functional specifications, supports solution design, coordinates testing and user acceptance, assists with implementation and training, and provides ongoing systems support. The role also performs gap analysis, feasibility studies, cost-benefit analyses, reporting, documentation, stakeholder communication, and continuous process improvement.

Coordinates and executes external member-acquisition email campaigns, including audience segmentation, list management, campaign setup, QA, compliance checks, vendor coordination, performance monitoring, and A/B testing. Partners with marketing, analytics, eBusiness, paid media, creative, and external vendors to ensure accurate, timely campaign delivery and support ongoing optimization.

Designs, develops, and maintains large-scale data processing systems, including ETL processes, data models, scalable pipelines, databases, data warehouses, and cloud-based big data solutions. Uses Snowflake, Fivetran, dbt, and Airflow while applying DevOps and security practices. Optimizes distributed processing and storage systems, collaborates with data scientists and analysts, and mentors junior engineers.

Designs, develops, and facilitates new-hire orientation and leadership development programs. The role assesses organizational training needs, creates instructor-led, virtual, and blended learning solutions, develops training materials, evaluates effectiveness, consults with business stakeholders, and manages multiple learning projects. It requires corporate training, instructional design, curriculum development, facilitation, adult learning, team leadership, and relationship-building experience.

Design, build and maintain conversational voice and chat bots (IVR, virtual assistants) using Conversation AI (preferably Dialogflow/CCAI). Create dialog flows, call-summary and agent-assist features, integrate SOAP/REST services, JavaScript/JSON processing, monitor performance, troubleshoot, and improve conversational standards and testing. Collaborate cross-functionally and respond to after-hours rotational service calls.