Quality Executive - Member Experience, Loyalty

Job Description

Job Summary: We are looking for a meticulous and dedicated Quality Executive to join our Member Experience Team within the Loyalty Department. The ideal candidate will be responsible for monitoring and evaluating the quality of member interactions, ensuring compliance with company standards, and driving continuous improvement in service delivery. This role involves working closely with the contact center to enhance the overall member experience.

Key Responsibilities:

1. Quality Monitoring:

   • Conduct regular audits of member interactions (calls, emails, chats) to assess adherence to quality standards.
   • Identify areas of improvement and provide constructive feedback to contact center agents.

2. Compliance and Standards:

   • Ensure all member interactions comply with company policies, procedures, and regulatory requirements.
   • Maintain up-to-date knowledge of industry standards and best practices.

3. Performance Analysis:

   • Analyze quality metrics and performance data to identify trends and areas for improvement.
   • Prepare detailed reports and present findings to management.

4. Training and Development:

   • Collaborate with the training team to develop and deliver quality improvement training sessions.
   • Support contact center agents in enhancing their skills and knowledge to improve service quality.

5. Process Improvement:

   • Recommend and implement process improvements to enhance the overall member experience.
   • Work with cross-functional teams to streamline workflows and eliminate inefficiencies.

6. Customer Feedback:

   • Gather and analyze member feedback to identify pain points and areas for enhancement.
   • Develop action plans to address member concerns and improve satisfaction.

7. Documentation:

   • Maintain accurate and comprehensive records of quality assessments, feedback, and improvement initiatives.
   • Ensure all documentation is up-to-date and easily accessible.

Qualifications:

• Bachelor's degree in Business Administration, Quality Management, or a related field.
• 2-3 years of experience in quality assurance or a similar role within a contact center environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using quality monitoring tools and software.
• Attention to detail and a commitment to maintaining high standards.
• Ability to work independently and as part of a team.