Customer Experience QA Specialist II

ASM Research, An Accenture Federal Services Company; Montpelier (VT); On-site; USD 36,000 - 67,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a QA professional to monitor calls and evaluate customer interactions. You will analyze feedback, identify root causes, and help implement quality improvement plans across teams and vendors.

You will provide actionable feedback to agents, track performance, and support content development for agent communications. Strong analytical and communication skills are essential.

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 customer interactions and reviews and analyzes feedback to evaluate overall experience.
• Assists with quality improvement action plans and reports findings to client and teams.
• Provides feedback to agents and managers based on observed strengths and opportunities.
• Analyzes trends and supports training with data.
• Serves as escalation point for accurate content and policy references.
• Develops and distributes new agent communications and feedback reviews.
• Identifies agent communication needs and makes recommendations to Call Center management.

Skills

Call center QA experience

Quality assurance

Training experience

Analytical skills

Communication

Problem solving

Interpersonal skills

Windows OS

Internet software

Call monitoring software

Education

Associate’s Degree or equivalent relevant experience

Professional Certifications or License preferred

Tools

Call monitoring/recording software

Job description

ASM Research, An Accenture Federal Services Company is seeking a QA professional to monitor calls and evaluate customer interactions. You will analyze feedback, identify root causes, and help implement quality improvement plans across teams and vendors.

You will provide actionable feedback to agents, track performance, and support content development for agent communications. Strong analytical and communication skills are essential.