Customer Experience QA Specialist I

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 31,000 - 58,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, seeks a quality assurance professional to monitor customer interactions, analyze feedback, and identify root causes of issues. The role focuses on improving communication processes and guiding agents and managers with concrete insights.

The candidate will work with multiple teams, leverage QA programs, and provide data to support scheduling and staffing decisions, ensuring adherence to policies and quality standards.

Qualifications

• Associate’s Degree preferred or equivalent relevant experience.
• 2-5 years of experience in call center, quality control, quality assurance and/or training.
• Experience with quality assurance program creation or execution.
• Experience with call center call monitoring/recording software.

Responsibilities

• Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience.
• Assigns root cause and identifies systemic quality problems.
• Analyzes survey results for improving communication process and providing feedback to the communication owners.
• Provides feedback to agents and managers based on observed strengths and improvement opportunities.
• Provides call quality metrics data to generate and maintain volume forecasts to support management with scheduling and staffing needs.

Skills

Customer service

Analytical skills

Problem solving

Interpersonal skills

Training ability

Education

Associate’s degree preferred

Tools

Call monitoring software

Job description

ASM Research, an Accenture Federal Services Company, seeks a quality assurance professional to monitor customer interactions, analyze feedback, and identify root causes of issues. The role focuses on improving communication processes and guiding agents and managers with concrete insights.

The candidate will work with multiple teams, leverage QA programs, and provide data to support scheduling and staffing decisions, ensuring adherence to policies and quality standards.