Senior Call Center Quality Assurance Specialist

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a seasoned Quality Assurance professional to monitor customer interactions, evaluate feedback, and identify root causes. You will report findings to client and internal teams and recommend quality initiatives.

The role emphasizes training and developing agents, maintaining quality standards across departments, and collaborating with training teams to improve call handling and service levels.

Qualifications

• 5-8 years of experience in call center, quality control, quality assurance and/or training.
• Experience with quality assurance program creation or execution.
• Knowledge of call center monitoring/recording software.
• Strong analytical and problem-solving abilities.
• Ability to train and develop agents.

Responsibilities

• Monitors customer interactions and reviews to evaluate overall customer experience.
• Analyzes survey results for improving communication processes.
• Provides feedback to agents and managers based on observed strengths and opportunities.
• Acts as escalation point for all lines of business to ensure policy compliance.
• Develops and distributes new agent communications.

Skills

Quality assurance

Call monitoring

Customer service

Problem solving

Analytical skills

Training

Interpersonal skills

Education

Associate’s Degree or equivalent

Certifications preferred

Job description

ASM Research, An Accenture Federal Services Company, is seeking a seasoned Quality Assurance professional to monitor customer interactions, evaluate feedback, and identify root causes. You will report findings to client and internal teams and recommend quality initiatives.

The role emphasizes training and developing agents, maintaining quality standards across departments, and collaborating with training teams to improve call handling and service levels.