Quality Assurance Analyst

Employer
AARP
Location
Washington, DC
Posted
Sep 08, 2019
Closes
Sep 14, 2019
Ref
12460346
Function
Analyst, IT, QA Engineer
Industry
Nonprofit
Hours
Full Time
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment.

AARP Services (ASI) is where AARP's mission meets the marketplace for the 50+ population, by sparking new solutions that transform the marketplace to improve people's lives as they age. Founded in 1999 as the professional services arm of AARP, ASI supports the Association's mission of Disrupt Aging by helping bring new products to drive market innovation and build richer connections with consumers. ASI acts as a bridge, connecting companies to people by helping bring experiences, products and services that matter to them as they move through specific life stages.
Summary

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.
Responsibilities
  • 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.
Requirements
  • Completion of an Associate's degree and 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.
Benefits Offered

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.
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.

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