Coordinator - Quality Assurance

The American Institute of Certified Public Accountants is a national, professional association of CPAs, with more than 412,000 members from all areas of practice and over 144 countries (for more about who we are and what we do, check out our About page). The AICPA Team is comprised of more than 800 dynamic professionals across a variety of service areas. Whether you like to be out in front connecting with members, prefer to work behind the scenes, or fall somewhere in between, the AICPA has the perfect fit for you. The AICPA family embraces integrity, passion, innovation and collaboration. If that sounds like you, we want to get to know you better! Browse our job listings and submit an application today.

The Member Service team supports the needs of Members and Customers along with Institute-wide business initiatives. Member Service is responsible for more than 700K member inquiries and transactions annually and represents the business area with the most direct interactions with members of the AICPA.

The Coordinator, Quality Assurance, is responsible for ensuring the quality of all staff performing inbound/outbound calls, email correspondence, chat conversations, and processing transactions such as orders, applications, refunds, etc. The primary role of this individual is quality monitoring and coaching of Member Service Center staff handling inquiries and transactions.

Job Responsibilities:

• Review and evaluate transactions processed from Oracle and any other systems including, but not limited to: Orders, applications, adjustments, etc.
• Audit phone calls, emails, chat conversations and related transactions to ensure quality standards are met
• Identify training and coaching opportunities based on monitoring/auditing of calls, emails and processing transactions
• Coach and develop Member Service staff members
• Identify trends and root causes of volume or performance changes that may impact the Customer Service experience and/or revenue. Implement resolutions and/or improvements
• Ensure adherence to all established processes; Initiate actions to encourage and aid in process conformity
• Initiate, recommend and provide solutions through designated channels, and follow through with the implementation of such solutions
• Create, update and maintain quality rating documents and reports
• Work with training staff to roll out new applications or enhancements and conduct training sessions when necessary
• Assist in procedure development, training and documentation
• Ensure staff is supported with communications and feedback mechanisms required for positive daily performance

Desired Competencies:

• Establishing Focus: The ability to develop and communicate goals in support of the business' mission
• Fostering Teamwork: The ability and desire to work cooperatively with others on a team; the ability to demonstrate interest, skill and success in getting groups to learn to work together
• Providing Motivational Support: The ability to enhance others' commitment to their work
• Developing Others: The ability to work with others and coach them to develop their capabilities; The ability to set clear goals and expectations, track progress against the goals, and provide motivational feedback
• Managing Change: The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness; helping others to successfully manage organizational change
• Interpersonal Awareness: The ability to notice, interpret and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others; ability to present oneself with poise, integrity and professionalism
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic and sequential approach; having strong organizational and analytical skills
• Initiative: The ability to identify what needs to be done and do it before being asked or before a situation requires it
• Results Orientation: The ability to focus on a desired result of one's own (or one's unit's) work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them
• Thoroughness: The ability to make sure that one's own (and others') work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled
• Decisiveness: The ability to make difficult decisions in a timely manner and assume responsibility for the decisions
• Stress Management: The ability to keep functioning effectively when under pressure and maintain self control in the face of hostility or provocation
• Flexibility: The ability to be open to new and different ways of doing things; willingness to modify one's preferred way of doing things