Insurance Quality Control III (58918)

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.