Customer Experience QA Specialist I

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

Job summary

ASM Research is seeking a Quality Assurance / Training specialist to monitor and evaluate customer interactions, analyze feedback, and identify systemic quality issues. You will compare measurements across teams and report findings to clients and internal teams.

Ideal candidates have 2–5 years in call centers, QA, or training, and an Associate's degree or equivalent experience. Strong analytical and communication skills are essential.

Qualifications

• Associate’s Degree preferred or equivalent relevant experience.
• 2-5 years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• Monitor and evaluate customer interactions for timeliness, accuracy and professionalism.
• Analyze survey results to improve communication processes and provide feedback to stakeholders.
• Use QA program to track performance at individual, functional, and program levels.
• Provide feedback to agents and managers to strengthen performance.
• Serve as escalation point to ensure correct policies and procedures are applied.

Skills

Call center experience

Quality control

Quality assurance

Training

Education

Associate’s Degree or equivalent

Tools

Call monitoring software

Job description

ASM Research is seeking a Quality Assurance / Training specialist to monitor and evaluate customer interactions, analyze feedback, and identify systemic quality issues. You will compare measurements across teams and report findings to clients and internal teams.

Ideal candidates have 2–5 years in call centers, QA, or training, and an Associate's degree or equivalent experience. Strong analytical and communication skills are essential.