Customer Experience Quality Assurance Specialist I

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 31,000 - 58,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking aQuality Assurance Specialist to monitor customer interactions, analyze feedback, identify root causes, and report findings to internal and client teams. The role supports agent development by providing actionable feedback and coordinating with the training team.

The ideal candidate will have experience in call center quality assurance, strong analytical and communication skills, and the ability to explain complex concepts to

Qualifications

• Associate’s Degree preferred or equivalent relevant experience.
• 2-5 years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience.
• Assigns root cause and identifies systemic quality problems.
• Reports findings from complaints and call monitoring to the client, internal, and vendor teams.
• Provides feedback to agents and managers based on observed strengths and improvement opportunities.
• Coordinates with client and other Quality team members to obtain content for agent communications.

Skills

Quality assurance

Call center experience

Analytical skills

Problem solving

Communication

Interpersonal skills

Training development

Facilitation

Team collaboration

Education

Associate degree or equivalent experience

Tools

Quality monitoring software

Windows software

Job description

ASM Research, An Accenture Federal Services Company, is seeking aQuality Assurance Specialist to monitor customer interactions, analyze feedback, identify root causes, and report findings to internal and client teams. The role supports agent development by providing actionable feedback and coordinating with the training team.

The ideal candidate will have experience in call center quality assurance, strong analytical and communication skills, and the ability to explain complex concepts to