Escalations Specialist - Quality Assurance (Non-Profit)

Responsibilities: Research, manage, and resolve escalated complaints received from senior leadership, BBB, AG offices, and other external sources. Draft well-researched, executive-level correspondence that is clear, member-focused, and aligned with organizational and leadership messaging. Serve as a liaison between members, senior leadership, internal departments, and external partners to achieve resolution that exceeds expectations. Track, prioritize, and manage multiple escalations simultaneously, ensuring timely resolution. Compile and analyze escalation data to identify trends, emerging issues, and opportunities for process improvement. Partner with contact center and product teams to provide feedback on systemic issues and enhance member experience. Maintain an in-depth understanding of organizational policies, procedures, and service offerings. Support continuous improvement initiatives through insights from member interactions and escalated cases.

Qualifications: Bachelor’s degree in Business, Communications, or a related field preferred. Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience. Exceptional written and verbal communication skills. Strong problem-solving and analytical abilities. Ability to quickly develop expertise in policies, procedures, and issue positions. Proficiency in Outlook, Word, Excel, and Power Point; ability to navigate internal systems and knowledge tools. Strong ownership mindset with consistent follow-through. Ability to work in a fast-paced, results-oriented team environment.