Call Center QA & Process Improvement Specialist

ASM Research, An Accenture Federal Services Company; Salt Lake City (UT); On-site; USD 54,000 - 101,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a quality assurance focused professional to monitor customer interactions and review feedback. You will evaluate call quality, identify root causes, and report findings to client and internal teams.

The role involves analyzing survey results, tracking performance at multiple levels, and guiding training teams to improve agent effectiveness. Strong communication and problem-solving skills are essential.

Qualifications

• Associate’s Degree or equivalent relevant experience.
• Professional Certifications or License preferred;
• 5-8 years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• Monitor calls for timeliness, accuracy, and professionalism.
• Analyze survey results to improve communication processes.
• Compile and track performance data at individual, functional, and program levels.
• Provide feedback to agents and managers based on observations.
• Train and develop new and existing support agents.
• Coordinate with client and quality teams to obtain content for agent communications.
• Develop and distribute new agent communications and gather feedback.
• Identify trends and report data to support staffing and scheduling decisions.
• Assist in implementing operational process improvement initiatives.

Skills

Quality assurance

Analytical skills

Coordination

Communication

Education

Associate degree

Certifications preferred

Tools

Quality monitoring software

Windows

Job description

ASM Research, An Accenture Federal Services Company is seeking a quality assurance focused professional to monitor customer interactions and review feedback. You will evaluate call quality, identify root causes, and report findings to client and internal teams.

The role involves analyzing survey results, tracking performance at multiple levels, and guiding training teams to improve agent effectiveness. Strong communication and problem-solving skills are essential.