Quality Monitor I

AAA (the American Automobile Association, Inc.) is a federation of affiliated automobile clubs. Each AAA club is an independent, not-for-profit organization, chartered and incorporated in its own state and controlled by its own Board of Directors.

The Quality Monitor I is responsible for monitoring, auditing the contact center to ensure compliance with the quality assurance policies and procedures. This role provides objective and quantitative feedback regarding the quality of interactions and transactions.

* Support Contact Center call receivers and dispatchers to ensure a high level of service resulting in an outstanding member experience by listening to call interactions, triaging member issues/complaints while coaching agents and providing feedback to supervisors and Operation Managers. * Performs quality monitoring of inbound and and/or outbound telephone calls through audio and screen capture. Assures compliance to internal and external specifications and standards relating to the call centers. * Documents quality issues and performance measures for management review. Creating trend reports and provides recommendations for improvement. * Participates in Quality Assurance review sessions to discuss current trends and to calibrate calls. * Assists in research and analysis work efforts. * Assists in resolving requests that are exceptions to guidelines/procedures. * Understands and upholds AAA National and NCNU policy regulations and requirements as they apply to Emergency Road Services, tow trucks and emergency response management.

Knowledge/Skills/Abilities * Good analytical, communication and mathematical skills * Good problem solving, organizational and interpersonal skills * Ability to identify errors, inconsistencies in information * Skills to distinguish various/differing customer needs in relation to the business needs * Ability to recognize potential problems/issues and recommend appropriate solutions * Familiarity with AAA ERS, products and services, policies and procedures preferred. * Bilingual communication skills (preferred) Education & Experience / Licenses & Certification * High school diploma or GED required, Bachelor's degree preferred. * 0 - 2 years in a customer service/quality assurance environment or equivalent business experience 1-3 years call center experience with significant customer interaction preferred. * Dispatch Experience preferred * ERS Experience preferred