Processing Quality Coordinator

 


 

Description

The American Institute of Certified Public Accountants (AICPA) is in the process of relocating a substantial portion of its business to Durham, NC.  Join us in our new facility as the Processing Quality Coordinator on our Service Center Operations (SCO) Team, and help us grow.

The Processing Quality Coordinator is responsible for ensuring the quality and accuracy of all resources performing daily processing of orders, refunds, applications, etc. The primary role of this individual is achieving qualitative and quantitative service level metrics in the most efficient and cost effective manner.The SCO Team serves to support the needs of members and customers along with AICPA-wide business initiatives. SCO is responsible for nearly 700K member inquiries and transactions annually and represents the business area with the most direct interaction with AICPA members.

ResponsibilitiesRepresent the SCO team in customer service performance discussions; Handle escalated member/customer issues; Ensure staff is supported with communications and feedback mechanisms to ensure successful dissemination of information required for positive daily performance; Identify training and coaching opportunities based on monitoring of calls; Create SCO business plans, project plans, and progress monitoring/reporting tools for business initiatives; Facilitate process improvement analysis/documentation by working directly with other members of the SCO management team and general AICPA management; Develop tools to assist the management team to measure productivity; Look for trends and root causes of volume or performance changes; implement resolutions and/or improvements; Analyze and determine where controls are needed for a better audit trail of operational processes within the department and inter-departmental handoffs.

RequirementsSupervisory experience preferred; Oracle experience preferred; Quality processing experience required; Experience in facilitating meetings and process design sessions; Experience as a trainer or exposure to training delivery concepts; Experience in managing/contributing on quality assurance monitoring initiatives; Exceptional verbal and written communication skills; Highly developed problem resolution skills; Superior project management and organizational skills; Superior presentation skills; Intermediate level knowledge of Excel and Word.

Apply to

scojobs@aicpa.org

Please include the following information:The position you are applying for in the body of your email message; Your resume; A cover letter that describes your background; Your current salary

The AICPA is an EEO Employer