About this role
Evaluates performance through call monitoring of multiple lines of business within the Club to ensure quality, member service, and adherence to AAA Northeast's policies and procedures.
What you will do:
- Evaluates using pre-set guidelines, conducts routine and non-routine monitoring and evaluating of calls in an objective and non-bias manner. Communicates findings to employee during training period, front-line supervisors and management in a clear, concise manner. Regularly evaluates and scores assigned employees member interactions utilizing the appropriate technology, systems, and standard evaluation forms.
- Assesses the complete member experience, including the conversation/interaction quality, the appropriateness, completeness, and accuracy of response, as well as the overall right size of the interaction. Assesses the technical accuracy of the employee response or solution, adherence to process, utilization of tools and resources, and all observable behaviors that demonstrate balance in what they say and in what they do. Identify and report configuration issues preventing the appropriate capturing and recording of interactions needed for evaluation.
- Conducts call calibrations and coordinates meetings to provide front-line supervisors and management 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. As assigned, assists supervisors with best practices for conducting effective call observations. Assists in the development of team members to help achieve individual and departmental goals.
- Other duties may be assigned.
Qualifications
What You Will Need
- High School Diploma or GED Required and
- Associate's Degree Preferred
- 2-3 years Customer Service Required and
- 1-3 years in Position-specific technical knowledge Preferred
Why AAA Northeast
Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.
What We Offer
- Award-Winning: Weve been named as a Top Employer for the last 7 years
- Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
- Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
- Paid Time off: 3 weeks vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
- Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
- Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.
At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our cameras on approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where were located.
We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.