Donor Care Quality Assurance Specialist-Bilingual

Description

The Donor Care Quality Assurance Specialist is responsible for the daily Donor Care processes and transactions ensuring internal and external donor phone call interactions meet the standards and requirements set by the Ministry. This role provides feedback to Donor Care Manager, collaborates with stakeholders to implement quality improvements for the Donor Care department, and stays well informed on industry best practices to drive continuous improvement in the donor journey/experience.

Accountable for stewardship.

Customer Service / Administrative:

• Maintain weekly/monthly internal deliverable set by supervisor
• Manage/support donor accounts
• Clean/scrub donor data for accuracy
• Verify large gifts
• Contact donors with credit card declines
• Manage call-back protocol for dropped calls during SD
• Assist with t-shirt handling (shipping, email copy, package inserts, etc)
• Attempt to reactivate lapsed pledges
• Provide Donor Care team support as needed
• Outbound Gratitude/Thank you calls post SD
• Strong organizational and time-management skills
• Attention to detail and accuracy
• Effective written and verbal communication
• Ability to multitask and prioritize tasks

Quality Assurance:

• Identify Donor Care areas for improvement through thorough analysis and feedback & elevate to Manager, Donor Care
• Maintain knowledge of functional areas and HMG policies & procedures
• Provide quality support for Donor Care (inbound/outbound)
• Complete internal & external Donor Care quality assurance
• Donor Care Data Hygiene/Clean Up.
• Quality Assurance stewardship for internal & external SD Phone Zone:
• Provide training on quality standards and best practices
• Maintain consistency in quality evaluation criteria (internal & external)
• Coach agents to proactively manage quality standards & compliance
• Identify needs & organize training(s) to ensure best donor experience
• Demonstrate time-management, balancing quality with timely execution in a production and metrics driven environment
• Train & evaluate external call center new hires while still in Training/Nesting Class
• Define/track/analyze complex needs/trends and report to supervisor

• Committed to a personal relationship with Jesus Christ. Be spiritually grounded and biblically literate.
• Comfortable praying for co-workers in team meetings, leading spoken prayer, and participating in ministry prayer meetings and Bible studies.
• Lives by the Christian principles defined by the Ministry Statement of Faith.
• Participates in on-air fundraisers and prays for donors as needed.
• Has a passion for leveraging the platform of radio for evangelism and discipleship.
• Exhibits a strong moral character.
• Is an active member of a Bible believing local church.

• Other duties as requested.

Education:

• High School diploma or GED required. Associate's degree preferred.

Experience:

• Two years of hands-on data management and administrative experience with emphasis on automated data processes.
• Bilingual Spanish/English required.

Knowledge, Skills and Abilities:

• In-depth attention to detail regarding data entry and numerical accuracy, with a focus on data analysis and data integrity.
• Able to clearly communicate both verbally and in writing with donors by telephone, e-mail, and in person. Firm grasp of English and Spanish Language.
• Working knowledge and expertise with fundraising databases.
• Able to maintain high level of confidentiality.
• Proficiency using Microsoft Word
• Advanced Proficiency in Excel
• Able to prioritize and multitask within a fluctuating workload.
• High level of organization and time management in an environment with frequent interruptions.
• Able to work with minimal supervision, both independently and within a team. Must demonstrate initiative.
• Heart for Christian ministry
• Strong moral character
• Has a personal relationship with Jesus Christ. Spiritually grounded and working knowledge of scripture
• Must be an active member of a Bible believing local church

Supervisory Responsibilities:

• None

Travel:

• As needed

Nights/Weekends/Holidays:

• Occasional for support drives and on-air fundraising activities

Overtime:

• Occasional for support drives and on-air fundraising activities

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Activity may include Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
  
  Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or…