Quality Assurance Analyst

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.

The Quality Assurance Analyst handles complex and escalated cases, including those involving executive-level inquiries, Attorneys General, and the Better Business Bureau, received through all contact center channels. They provide member support services across all communication channels, including phone, email, written correspondence, and digital platforms. The analyst also analyzes data to create relevant, seamless, and memorable experiences for consumers, customers, employees, and members across all platforms, communications, and touchpoints.

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 and at least 4 years of experience in a dedicated customer service or communications environment, or an equivalent combination of specialized training and experience.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and priorities simultaneously in a fast-paced environment.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to work independently and collaboratively within a team environment.
• Willingness to travel for provider site visits as needed.
  
  

Preferred

• Bachelor’s degree and/or relevant certifications or licensure (e.g., insurance licenses).
• Formal training or experience with Artificial Intelligence (AI).
  
  

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 nois
  
  

Hybrid Work Environment

AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work 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.