Quality Policy Analyst, Customer Service Excellence

asmexternalcareersite; Fairfax (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

ASM Research is seeking a Customer Service Quality Policy Analyst I to oversee quality assurance for contact center operations in a regulated environment. You will evaluate customer interactions, escalations, and performance data to ensure adherence to quality standards and service policies.

Responsibilities include developing policies and training materials, driving continuous improvement, and providing coaching based on evaluation outcomes to frontline staff and quality teams.

Qualifications

• Bachelor’s Degree in a relevant field or equivalent combination of education and experience.
• 3–5 years of experience in contact center quality assurance, service delivery operations, or customer experience analysis.
• Experience administering quality monitoring programs, including call evaluation, survey analysis, and performance reporting.
• Experience in mission-critical or highly regulated environments requiring strict adherence to quality and compliance standards.
• Ability to interpret quality policies, behavioral guidelines, and service standards in multi-vendor (BPO) environments.
• Strong analytical, written, and verbal communication skills.
• Ability to obtain and maintain a Public Trust background investigation and meet U.S. citizenship requirements.

Responsibilities

• Apply structured quality monitoring techniques, including call evaluation scoring models and audit methodologies.
• Analyze customer satisfaction surveys, feedback channels, and KPIs to identify root causes and recommend actions.
• Develop and refine quality assurance policies, procedures, and guidance documents.
• Manage and resolve quality assurance escalations from clients and internal stakeholders.
• Provide coaching insights and performance feedback to contact center personnel and quality teams.
• Design and deliver training programs on quality standards and evaluation processes.
• Monitor adherence to guidelines within outsourced or multi-vendor (BPO) environments and enforce corrective measures.
• Support service deployment activities by creating test scripts and validating service readiness.

Skills

Analytical skills

Written & verbal communication

Quality assurance

Feedback & coaching

Data interpretation

Education

Bachelor's degree in a relevant field

Tools

NICE or Verint

Job description

ASM Research is seeking a Customer Service Quality Policy Analyst I to oversee quality assurance for contact center operations in a regulated environment. You will evaluate customer interactions, escalations, and performance data to ensure adherence to quality standards and service policies.

Responsibilities include developing policies and training materials, driving continuous improvement, and providing coaching based on evaluation outcomes to frontline staff and quality teams.