Customer Experience Quality Assurance Specialist II

ASM Research, An Accenture Federal Services Company; Honolulu (HI); On-site; USD 54,000 - 101,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Quality Assurance Specialist to monitor customer interactions, analyze feedback, and drive improvements in call center quality and training.

You will report findings, develop action plans, and ensure adherence to policies while coordinating with client teams. Requires 5-8 years in quality assurance, associate degree, and certified qualifications preferred.

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 for timeliness, listening, issue ID and closing quality.
• Analyzes survey results to improve communication processes and training.
• Provides feedback to agents and managers based on observed strengths and opportunities.
• Documents processes and contributes to action plans for quality improvement.
• Serves as escalation point for content accuracy and policy adherence.

Skills

Quality assurance

Call center

Analytical skills

Training & development

Education

Associate’s Degree or equivalent

Professional Certifications or License preferred

Tools

Quality monitoring software

Call center monitoring software

Job description

ASM Research, An Accenture Federal Services Company, seeks a Quality Assurance Specialist to monitor customer interactions, analyze feedback, and drive improvements in call center quality and training.

You will report findings, develop action plans, and ensure adherence to policies while coordinating with client teams. Requires 5-8 years in quality assurance, associate degree, and certified qualifications preferred.