Senior Call Center Quality Assurance & Training Specialist

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

Job summary

ASM Research, an Accenture Federal Services Company, seeks a QA professional to monitor calls, analyze feedback, and drive quality improvements. The role focuses on ensuring accurate content, compliance with policies, and effective agent coaching across multiple teams.

You will analyze survey results, develop communications for agents, and support quality initiatives through data-driven insights and interdepartmental collaboration.

Qualifications

• Associate 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

• Monitor calls for timeliness, active listening, issue identification, hold, professionalism, compliance, resolution and closing.
• Analyze survey results to improve communication processes and provide feedback to owners.
• Utilize quality monitoring to track performance at individual, functional and program levels.
• Provide feedback to agents and managers based on observed strengths and opportunities.
• Serve as escalation resource to ensure accurate technical content and correct policies.
• Develop and distribute new agent communications; gather feedback to improve content.
• Identify trends in service and provide data to training to enhance current programs.

Skills

Quality assurance

Call monitoring software

Customer service

Analytical skills

Problem solving

Training

Interpersonal skills

Communication

Cross-functional collaboration

Critical thinking

Coordination

Education

Associate degree or equivalent

Professional certifications or license (preferred)

Job description

ASM Research, an Accenture Federal Services Company, seeks a QA professional to monitor calls, analyze feedback, and drive quality improvements. The role focuses on ensuring accurate content, compliance with policies, and effective agent coaching across multiple teams.

You will analyze survey results, develop communications for agents, and support quality initiatives through data-driven insights and interdepartmental collaboration.