Quality Assurance Specialist

Quality Assurance Specialist

AAA Club Alliance is seeking a Quality Assurance Specialist to join our team. This position can be based at our offices located in Wilmington, DE, Lexington, KY, or Cincinnati, OH. This is a hybrid role and will require you to be on-site Tuesday, Wednesday, and Thursday.

• Collects and inputs survey results; scrubs and organizes data for analysis.
• Monitors call content for technical knowledge and customer service.
• Reviews survey data (Qualtrics), researches call data (Sales Force), and may require monitoring or evaluation (Genesys Cloud) of Contact Center agents and other operations associates to ensure correctness of information disseminated.
• Provides input for improvement of methods and policies. Prepares reports summarizing performance relative to the monitoring program. Participates in regular calibrations with respective management staff.
• Provides weekly/monthly assurance reports to Analyst and Manager. Assists in the organization, review, evaluation, and summarization of data to identify trends and opportunities for all business lines.

• Associate’s degree or equivalent.
• 2 years customer service and/or quality assurance experience.
• Strong background in customer service, quality monitoring, report trending and analysis.
• MS Office – working knowledge with Access and Excel.
• Willingness to become familiar with automotive systems:
  Sales Force, Genesys, Qualtrics, and BIA.

• The starting pay range for this position is $21.13 to $32.88.
• Comprehensive health benefits package.
• Up to three weeks of paid time off accrued during your first year.
• 401(K) plan with company match up to 7%.
• Professional development opportunities and tuition reimbursement.
• Paid time off to volunteer and company-sponsored volunteer events throughout the year.
• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.

It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.