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Job Type: Interim (W-2)
Location: Washington, District Of Columbia
Posted: 10/15/2020

McKinley Marketing Partners is seeking a Quality Assurance Analyst for a project opportunity with our non-profit client located in Washington, D.C.  In this role, you will advocate for and educate the organization’s members on 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 delivering a superior member experience in multiple channels: phone, email, white mail/correspondence, however, with a focus on the digital channels of click-to-chat and social media.

Position Overview

  • Collect members’ expressed insights regarding their wants, needs, and perceptions about the organization or their branded products and services via the online Voice of the Customer (VoC) program and provides input to/for process improvements
  • Direct advocacy through the providers to ensure the resolution of escalated issues and complaints affecting products and services branded by the organization (i.e., Better Business Bureau, State Office, and Executive Correspondence)
  • Facilitate the Ombudsman service by working with the 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 the quality delivery of the member experience across all branded products and services
  • Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stakeholders
  • Recommend Mystery Shopping opportunities based on feedback from members
  • Share information learned through Voice of the Customer with all internal stakeholders throughout the organization
  • 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
  • Identifies scripting requirements and coordinates with stakeholders
  • Position may require 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
  • Learn the organization’s products and services [training provided], as well as a clear understanding of the organization’s vision and mission
  • Provide quality oversight and control needed to ensure that a high level of service is provided to the membership

Qualifications & Experience

  • Associate’s degree is required
  • 3-5 years of experience in a dedicated customer service/communications environment or an equivalent combination of specialized interpersonal skill training/experience
  • Excellent written and verbal communication skills
  • Ability to navigate multiple tasks simultaneously
  • Be motivated and utilize professional judgment to meet the challenges associated with influencing change within the delivery of service, the quality initiatives developed and implemented by the service providers
  • Capable of persuading others to buy-in and implement processes and procedures which will enhance the member experience and program loyalty
  • Must have strong communication skills (written, verbal, and presentation) and
  • Must be capable of working autonomously and within matrixed internal and external business relationships

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