Senior Call Center Quality Assurance Specialist

asmexternalcareersite; San Antonio (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

ASM Research seeks a seasoned Call Center Quality Assurance specialist to monitor customer interactions, review feedback, and identify systemic quality problems. You will drive root cause analyses and lead quality improvement projects with internal teams and third-party vendors.

You will analyze survey results, provide actionable recommendations, and report findings to clients and stakeholders. This role requires strong analytical skills and extensive experience in call center QA and training.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• Professional Certifications or License required or preferred.
• 8+ years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• Monitor calls and assess quality against standards.
• Analyze customer feedback and surveys to identify trends and improvements.
• Develop and implement quality improvement initiatives.
• Provide feedback to agents and managers to drive performance.
• Train and develop new and existing support agents.
• Coordinate with clients/vendors for content and improvements.
• Produce quality metrics and forecasts to support staffing decisions.

Skills

Quality assurance

Call center monitoring

Data analysis

Training and coaching

Customer service excellence

Education

Associate's Degree or equivalent experience

Professional Certifications or License

Tools

Call monitoring software

Job description

ASM Research seeks a seasoned Call Center Quality Assurance specialist to monitor customer interactions, review feedback, and identify systemic quality problems. You will drive root cause analyses and lead quality improvement projects with internal teams and third-party vendors.

You will analyze survey results, provide actionable recommendations, and report findings to clients and stakeholders. This role requires strong analytical skills and extensive experience in call center QA and training.