Quality Evaluator I

AAA Northeast

. Evaluate performance through call monitoring across multiple lines of business .

Posted 10/28/2026full-timeProvidence • Rhode Island • United StatesJuniorMid-Level💰 $24 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in evaluating call performance and member interactions, utilizing technology and standard evaluation forms to provide actionable feedback and recommendations. Strong ability to identify coaching needs and performance trends to enhance team effectiveness and achieve departmental goals.

Highest-signal resume keywords

Call MonitoringCustomer Service ExperiencePerformance EvaluationTechnical Accuracy AssessmentWritten Recommendations

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call EvaluationPerformance ScoringTechnical KnowledgeProcess AdherenceObservable Behavior Assessment

Soft Skills

Clear CommunicationObjective EvaluationFeedback DeliveryCoaching IdentificationTeam Development

Tools & Technologies

Evaluation FormsMonitoring TechnologyFeedback Systems

Certifications & Qualifications

High School DiplomaGEDAssociate's Degree

Industry Keywords

Customer ExperienceCall CalibrationPerformance TrendsConfiguration IssuesBest Practices

About the role

Key responsibilities & impact

Evaluate performance through call monitoring across multiple lines of business
Conduct routine and non-routine call monitoring using preset guidelines
Communicate findings to employees during training, front-line supervisors, and management
Evaluate and score assigned employee member interactions using technology, systems, and standard evaluation forms
Assess the complete member experience and technical accuracy of responses or solutions
Identify and report configuration issues preventing appropriate interaction capture and recording
Conduct call calibrations and coordinate feedback meetings
Provide candid feedback, including concerns and pre-established alerts
Identify coaching needs and performance trends and provide written recommendations
Identify learning and knowledge opportunities and support solutions addressing performance gaps
Assist supervisors with best practices for effective call observations
Assist in developing team members to achieve individual and departmental goals
Perform other assigned duties

Requirements

What you’ll need

High School Diploma or GED Required
Associate's Degree Preferred
2-3 years Customer Service Required
1-3 years in Position-specific technical knowledge Preferred
Ability to evaluate calls objectively and without bias
Ability to communicate findings clearly and concisely
Experience using appropriate technology, systems, and standard evaluation forms
Ability to assess member experience, response accuracy, technical accuracy, process adherence, tool/resource utilization, and observable behaviors
Ability to identify and report configuration issues
Ability to provide written recommendations on measurable behaviors and observed trends

Benefits

Comp & perks

Ongoing world-class training and proven career paths
Medical coverage with employer contributions covering up to 93% of the premium cost
Dental and vision options
6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
3 weeks’ vacation
12 holidays
8 sick days
48 hours of volunteer time annually
Free AAA membership
Insurance discounts
Travel commission refund
Up to $625 in Wellness Incentives
Up to $6k in tuition reimbursement
Annual bonus opportunities
Additional monthly and/or quarterly incentive compensation for certain roles