Customer Experience QA Specialist I

ASM Research, An Accenture Federal Services Company; Helena (MT); On-site; USD 32,000 - 58,000; Full time

Job summary

ASM Research monitors customer interactions and analyzes feedback to evaluate overall experience. It assigns root causes, compares performance across teams, and reports findings to clients and internal teams.

The role analyzes survey results, uses quality programs to track performance, and provides actionable feedback to agents and managers. It coordinates with clients and training teams to improve communications and service quality.

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.
• Excellent analytical, problem-solving and communication skills.

Responsibilities

• Monitor calls for timeliness of answer, active listening, request/issue identification, correct hold, professionalism, compliance, resolution and closing.
• Analyze survey results to improve communication processes and provide feedback to owners.
• Utilize quality monitoring to track performance at individual, functional, and program levels.
• Provide feedback to agents and managers based on observed strengths and improvement opportunities.
• Identify trends and provide data to training teams to enhance current training.
• Document customer/call communications processes and ensure content accuracy.
• Provide call quality metrics data to support scheduling and staffing needs.
• Coordinate with client and quality teams to obtain content for agent communications.

Skills

Quality assurance

Call center monitoring

Analytical reasoning

Customer service

Training development

Effective communication

Education

Associate’s Degree preferred or equivalent experience

Tools

Quality monitoring software

Call recording software

Windows OS

Job description

ASM Research monitors customer interactions and analyzes feedback to evaluate overall experience. It assigns root causes, compares performance across teams, and reports findings to clients and internal teams.

The role analyzes survey results, uses quality programs to track performance, and provides actionable feedback to agents and managers. It coordinates with clients and training teams to improve communications and service quality.