Quality Assurance Analyst

Quality Assurance AnalystWashington, DC18 Months

Remote: Monday and Friday.MUST be able to come into the Washington D.C. office Tuesday, Wednesday, and Thursday.

Strong background with a minimum of 3 years' customer service experience with a focus on problem solving.

Strong writing skills are highly desire d.

Job Description:The role of a Quality Assurance Analyst is to advocate for client Members and educate them about the client 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. Work collaboratively to employ a member-centric operating model that focuses on the delivery of a superior member experience in multiple channels: phone, email, white mail/correspondence, digital channels, and social media.

1. Collect members' expressed insights regarding their wants, needs, and perceptions about client and client branded products and services via the on-line Voice of the Customer (VoC) program and provide input to/for process improvements.

2. Direct advocacy through the client Services, Inc. (ASI) providers to ensure the resolution of escalated issues and complaints affecting products and services branded by client (i.e., Better Business Bureau, State Office, and Executive Correspondence).javascript:BeelineTextBoxZoomScreen.updateParentTextBox()3. Facilitate the Ombudsman service by working with the client members and the providers to educate members and/resolve concerns.

4. Partner with client branded product and service providers to track, resolve escalated issues and complaints and seek opportunities in this process to avoid future customer issues.

5. Evaluate and analyze data/reporting relative to the delivery of quality customer service.

6. Work collaboratively with Relationship and Program Managers and providers to influence quality delivery of the member experience across all client branded products and services.

7. Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stake holders.

8. Recommend Mystery Shopping opportunities based on feedback from members.

9. Share information learned through Voice of the Customer with all internal stakeholders throughout the client Organization.

10. Influence full disclosure of the features and benefits of our products and services to our members through all communication channels.

11. Contribute to leadership focus group sessions with providers.

12. Identify scripting requirements and coordinates with stakeholders.

13. Position may require travel/participation in provider site visits on an as needed basis.

14. Function independently and collaboratively and demonstrate WORLD CLASS cultural attributes and behaviors in all interactions.

Strong background with a minimum of 3 years' customer service experience with a focus on problem solving.
#J-18808-Ljbffr