Customer Experience Quality Assurance Specialist I

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a quality assurance professional to monitor customer interactions, analyze feedback, and identify systemic quality problems. The role emphasizes timeliness, active listening, issue resolution, and accurate reporting to clients and internal teams.

You will analyze survey results, provide actionable feedback, and support training with trend data.

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 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.
• Analyzes readership, comprehension and application of communicated actions.
• Serves as a resource and escalation point for all lines of business so that reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials.
• Uploads communications to system after obtaining necessary approvals.
• Identifies trends in service and provides that data to the training team to enhance current training.
• Documents customer/call communications processes.
• Provides call quality metrics data to generate and maintain volume forecasts to support management with scheduling and staffing needs.
• Coordinates with client and other Quality team members to obtain content for agent communications.

Skills

Quality Assurance

Call monitoring

Customer service

Communication

Analytical skills

Decision making

Windows & Internet

Training agents

Interpersonal skills

Cross-functional communication

Critical thinking

Coordination across departments

Education

Associate degree or equivalent

Tools

Call monitoring software

Quality monitoring software

Job description

ASM Research, An Accenture Federal Services Company, is seeking a quality assurance professional to monitor customer interactions, analyze feedback, and identify systemic quality problems. The role emphasizes timeliness, active listening, issue resolution, and accurate reporting to clients and internal teams.

You will analyze survey results, provide actionable feedback, and support training with trend data.