Member Experience Quality Analyst

Job description

Description ABOUT THE POSITION: The Member Experience Quality Analyst (QA) plays a critical role in ensuring consistent, high-quality service delivery across the Experience Center. This position is responsible for evaluating recorded member interactions using a Quality Monitoring Form (QMF) to assess performance, identify trends, and support continuous improvement efforts. The Member Experience QA Analyst assesses member interactions to determine whether communications with members are meeting Civic’s expectations in delivering a top-tier member experience. This role highlights what’s working, what’s not, and where improvement is needed, providing the information required for leaders to coach effectively and drive consistent performance. NORMAL DAY-TO-DAY WORK: 1. Conduct comprehensive evaluations of recorded member interactions across all supported channels, including calls and emails, using the established Quality Monitoring Form (QMF) to ensure adherence to service standards, internal procedures, and compliance requirements. 2. Accurately score and thoroughly document all evaluations, recording clear and actionable feedback to improve performance and enhance the overall member e...