Quality Assurance Analyst - Washington D.C., United States - AARP

Description

Overview

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP's millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

As the Quality Assurance Analyst in the Customer Solutions Group with AARP Services, Inc., you will be responsible for advocating for the AARP Member in an Ombudsman capacity by providing a high-touch consumer experience, responding to complex and escalated inquiries, including executive-level, Attorney's General, and Better Business Bureau received through all contact center channels. You will be the direct bridge to liaison between member and provider with support in multiple channels: e-mail, written correspondence, telephone, social, and chat. In addition, you will analyze data to create relevant, seamless, and memorable experiences across all platforms. You will utilize consumer insights to drive continuous improvement across all product and service offerings.

Responsibilities

Researches and resolves Better Business Bureau and Attorney General Cases sent to the Association as well as complex membership complaints escalated through the contact centers as well as items sent directly to leadership.

Utilizes the Salesforce platform to ensure all service levels are met with superior quality and content of response.

Gathers, extracts, and consolidates a variety of information and statistical data to prepare standard and ad hoc operational reports.

Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team.

Maintains excellent knowledge of initiatives, legislative positions and policies and can clearly and professionally communicate the organization's position both verbally and in writing.

Participates in call calibration sessions with service providers to monitor and coach on the delivery of the consumer experience Responsible for employee membership accounts, including requests for gift memberships.

Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.
Qualifications

Associate's degree or an equivalent combination of training and experience related to the duties of the position

3+ years of experience

Ability to navigate multiple tasks simultaneously

Solid problem-solving, analytical, and decision-making skills

Must be capable of working autonomously and within a team environment

Experience in a dedicated customer service environment

Travel/participation in provider site visits, as needed
AARP will not sponsor an employment visa for this position at this time.

Additional Requirements

Regular and reliable job attendance

Effective verbal and written communication skills

Exhibit respect and understanding of others to maintain professional relationships

Independent judgement in evaluation options to make sound decisions

In office/open office environment with the ability to work effectively surrounded by moderate noise
Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.