AAA Quality Assurance Team Leader Salary in the United States

Why Work For Us?

• Training – You’ll attend a thorough, comprehensive, training program

• Benefits – Medical, Dental, Vision, wellness program and more!

• 401k Matching – $1 for $1 company match up to 6% of pay

• Annual Incentive Plan – Eligibility to participate in AAA NCNU annual bonus plan

• Paid Time Off- Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities

• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

Summary

This position provides leadership and guidance to Team Members, handles escalated Member issues and ensures extraordinary Member service. Uses sound business judgment to resolve service or operational issues. Keeps their manager apprised of issues and overall team performance.

Job Description

• Identifies training and development needs among the team and provides training if specified by the manager
• Monitors goals and ensures all key performance indicators are met
• Keeps the manager informed of all personnel related issues
• Provides technical expertise and is considered a subject matter expert
• Ensures team members are following policies and protocols
• Supports the development of training materials relevant to their business unit and/or team
• Reinforces positive results and identify areas of improvement
• Ensures prompt member first resolution to meet/exceed member expectations and organizational business goals

Knowledge/Skills/Abilities

• Effective organization, interpersonal and communication (oral and written) skills
• Ability to work an extended hour schedule as necessitated by business need
• Strong computer skills, including proficiency with MS Office applications or Google Suite equivalency
• Strong interpersonal and negotiation skills
• Strong customer service focus
• Analytical skills to assess operational problems and develop solutions/improvements

Education & Experience / Licenses & Certification

• High school diploma or equivalent required
• Bachelor's degree in related area or an equivalent combination of education and experience (preferred)
• Proven experience with progressively increasing responsibilities
• 2-3 years team lead or higher experience in a customer service industry (preferred)