The role of a Quality Assurance Analyst is to advocate for and educate AARP Members on the AARP branded product and service offers. Collaborate with internal and external stakeholders to provide resolution to member inquiries and concerns. Represent the voice of the member throughout the organization by capturing member feedback and identifying opportunities for process enhancement.
Areas of Responsibility:
- Collect members’ expressed insights regarding their wants, needs, and perceptions about AARP and AARP branded products and services via the on-line Voice of the Customer (VoC) program and provides input to/for process improvements.
- Direct advocacy through the AARP Services, Inc. (ASI) providers to ensure the resolution of escalated issues and complaints affecting products and services branded by AARP (i.e., Better Business Bureau, State Office, and Executive Correspondence).
- Facilitate the Ombudsman service by working with the AARP members and the providers to educate members and/resolve concerns.
- Partner with providers to track, resolve, and seek opportunities to avoid future customer issues.
- Evaluate and analyze data/ reporting relative to the delivery of quality customer service.
- Work collaboratively with Relationship and Program Managers and providers to influence quality delivery of the member experience across all AARP branded products and services.
- Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stake holders.
- Recommend Mystery Shopping opportunities based on feedback from members.
- Share information learned through Voice of the Customer with all internal stakeholders throughout the AARP Organization.
- Participate in provider call monitoring (remotely and on-site) to ensure consistent quality service is provided to AARP members.
- Influence full disclosure of the features and benefits of our products and services to our members through all communication channels.
- Contribute to leadership focus group sessions with providers.
- Assist in the coordination of quarterly Quality Council meetings with service providers to identify areas of opportunity for improvement to enhance the member experience.
- Identifies scripting requirements and coordinates with stakeholders.
- Position requires travel/participation in provider site visits on an as needed basis.
- Function independently and collaboratively and demonstrate WORLD CLASS cultural attributes and behaviors in all interactions.
Educational Background:
Completion of an Associate’s degree
Skills/Experience:
- A minimum of 3 years of experience in a dedicated customer service/communications environment or an equivalent combination specialized interpersonal skill training/experience.
- Must possess excellent written and verbal communication skills.
- Proven ability to navigate multiple tasks simultaneously.
- Strong problem solving, analytical, and decision makes skills.
Compensation/Benefits:
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 8 2019
Active Until:
Sep 9 2019
Hiring Organization:
AARP
industry:
Nonprofit