Customer Experience QA Specialist I

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 47,000 - 87,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a quality assurance specialist to monitor call center interactions, review customer feedback, and report findings to clients and internal teams. You will identify root causes, analyze trends, and develop improvement plans.

The role requires strong analytical and communication skills, experience with call monitoring software, and the ability to train and develop agents while ensuring compliance with policies.

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.
• Exceptional customer service and problem-solving skills.
• Ability to explain and present ideas clearly to diverse audiences, using appropriate language.
• Excellent analytical skills and strong decision-making abilities.
• Proven ability to achieve and maintain departmental quality standards.
• Strong Internet software and Windows operating systems and software skills.
• Demonstrated ability to train and develop new and existing support agents.

Responsibilities

• Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience.
• Assigns root cause and identifies systemic quality problems.
• Accurately compares measurements between team, vendors and client partners and reports findings from complaints and call monitoring to the client, internal, and vendor teams.
• Monitors calls for timeliness of answer, active listening, request/issue identification, correct call hold, professionalism, compliance requirements, request/issue resolution, and appropriate closing.
• Analyzes survey results for improving communication process and providing feedback to the communication owners.
• Utilizes quality monitoring program to compile and track performance at individual, functional, and program levels.
• Provides feedback to agents and managers based on observed strengths and improvement opportunities.
• Analyzes readership, comprehension and application of communicated actions.
• Serves as a resource and escalation point for all lines of business so that reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials.
• Uploads communications to system after obtaining necessary approvals.
• Identifies trends in service and provides that data to the training team to enhance current training.
• Documents customer/call communications processes.
• Provides call quality metrics data to generate and maintain volume forecasts to support management with scheduling and staffing needs.
• Coordinates with client and other Quality team members to obtain content for agent communications.

Skills

Quality assurance

Analytical skills

Communication skills

Problem-solving

Training & coaching

Education

Associate’s Degree

Tools

Call monitoring software

Windows OS

Internet software

Job description

ASM Research, An Accenture Federal Services Company, is seeking a quality assurance specialist to monitor call center interactions, review customer feedback, and report findings to clients and internal teams. You will identify root causes, analyze trends, and develop improvement plans.

The role requires strong analytical and communication skills, experience with call monitoring software, and the ability to train and develop agents while ensuring compliance with policies.