Senior Call Center Quality Assurance Strategist

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 36,000 - 66,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a quality assurance specialist to monitor call quality, analyze customer feedback, and drive improvement initiatives across the organization. You will help implement QA action plans and report findings to clients and internal teams.

The role emphasizes extensive experience with QA processes, call monitoring software, and training agents to uphold high standards of service; collaboration with multiple business lines is essential.

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.
• Experience with quality assurance program creation or execution.

Responsibilities

• Monitor calls for timeliness of answer, active listening, issue identification, and proper closing.
• Analyze survey results to improve communication processes and provide feedback.
• Use quality monitoring programs to track performance at individual, functional, and program levels.
• Provide feedback to agents and managers on strengths and improvement opportunities.
• Escalate issues and ensure policy alignment across departments.
• Develop and distribute agent communications; gather feedback.
• Identify trends and share data with training teams to improve training.
• Coordinate with client and Quality teams to obtain content for agent communications.

Skills

Quality assurance

Call monitoring

Call center operations

Customer service

Data analysis

Feedback delivery

Training development

Interpersonal skills

Problem solving

Communication

Education

Associate’s degree or equivalent experience

Professional certifications preferred

Tools

Quality monitoring software

Call recording software

Windows OS

MS Office

CRM software

Job description

ASM Research, An Accenture Federal Services Company is seeking a quality assurance specialist to monitor call quality, analyze customer feedback, and drive improvement initiatives across the organization. You will help implement QA action plans and report findings to clients and internal teams.

The role emphasizes extensive experience with QA processes, call monitoring software, and training agents to uphold high standards of service; collaboration with multiple business lines is essential.