Customer Experience QA Specialist II

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 36,000 - 66,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, is seeking a Quality Assurance Specialist to monitor customer interactions, analyze feedback, and identify systemic quality problems. You will report findings to client, internal, and vendor teams and help implement action plans.

Ideal candidates have an associate degree or higher, 5-8 years in call center quality/training, and strong analytical, communication, and training skills.

Qualifications

• Associate’s Degree or equivalent relevant experience.
• Professional Certifications or License preferred.
• 5-8 years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• 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.
• Develops and distributes new agent communications, researching content and obtaining appropriate feedback and reviews as needed.
• Identifies agent communication needs and makes recommendations to Call Center management.
• Uploads communications to system after obtaining necessary approvals.

Skills

Quality assurance

Call monitoring

Customer service

Analytical thinking

Training

Interpersonal skills

Cross-functional collaboration

Problem solving

Communication

Facilitation

Education

Associate degree or equivalent experience

Tools

Quality monitoring software

Windows OS

Call recording software

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Quality Assurance Specialist to monitor customer interactions, analyze feedback, and identify systemic quality problems. You will report findings to client, internal, and vendor teams and help implement action plans.

Ideal candidates have an associate degree or higher, 5-8 years in call center quality/training, and strong analytical, communication, and training skills.