Customer Experience QA Specialist I

ASM Research, An Accenture Federal Services Company; Salt Lake City (UT); On-site; USD 32,000 - 58,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a quality assurance professional to monitor customer interactions and analyze feedback to improve experiences. You will identify root causes, ensure accurate call content, and report findings to client and internal teams.

Responsibilities include monitoring calls for key quality dimensions, analyzing survey results, and providing actionable feedback to agents and managers to elevate service quality.

Qualifications

• Associate degree or equivalent experience preferred.
• 2-5 years in call center quality control, QA or training.
• Experience creating or executing QA programs.

Responsibilities

• Monitor calls for timeliness, accuracy and professionalism.
• Analyze survey results to improve communication processes.
• Provide feedback to agents and managers.
• Track performance using quality metrics at multiple levels.
• Assist in content development for agent training.
• Coordinate with client and quality teams to source training content.

Skills

Quality assurance

Call center experience

Analytical skills

Training development

Problem solving

Communication skills

Interpersonal skills

Education

Associate degree or equivalent experience

Tools

Quality monitoring software

Call recording software

Job description

ASM Research, An Accenture Federal Services Company, seeks a quality assurance professional to monitor customer interactions and analyze feedback to improve experiences. You will identify root causes, ensure accurate call content, and report findings to client and internal teams.

Responsibilities include monitoring calls for key quality dimensions, analyzing survey results, and providing actionable feedback to agents and managers to elevate service quality.