Teams 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.