Senior Customer Experience QA Specialist II

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

Job summary

ASM Research, an Accenture Federal Services company, seeks experienced QA professionals to monitor agent calls and analyze feedback. The role focuses on quality improvement initiatives and accurate reporting to clients and teams.

It requires strong analytical and training skills and extensive experience with QA programs. The position emphasizes collaboration with multiple business lines, content development for agent communications, and ongoing process improvement efforts across the call center

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.

Responsibilities

• Monitors calls for timeliness of answer, active listening, issue identification, hold, professionalism, compliance, resolution, and closing.
• Analyzes survey results to improve communication processes and provide feedback to owners.
• Uses quality monitoring to track performance at individual, group, and program levels.
• Provides feedback to agents and managers based on observations.
• Identifies trends in service and shares data with training teams to improve programs.
• Coordinates with client and other Quality team members to obtain content for agent communications.

Skills

Quality assurance

Call center monitoring

Customer service

Analytical skills

Training development

Interpersonal skills

Problem solving

Education

Associate’s Degree

Certifications preferred

Tools

Quality monitoring software

Call monitoring software

Windows proficiency

Job description

ASM Research, an Accenture Federal Services company, seeks experienced QA professionals to monitor agent calls and analyze feedback. The role focuses on quality improvement initiatives and accurate reporting to clients and teams.

It requires strong analytical and training skills and extensive experience with QA programs. The position emphasizes collaboration with multiple business lines, content development for agent communications, and ongoing process improvement efforts across the call center