Quality Assurance Analyst - Intermediate

Join ASM Research as we support the Military OneSource Program, providing essential resources and guidance to military members and their families. Our program serves nearly 4.7 million participants globally through a 24/7 contact center offering diverse services ranging from counseling to educational support. We're looking for a dedicated Quality Assurance Analyst to help us ensure exceptional service quality. As a Quality Assurance Analyst, you will play a critical role in monitoring performance across all Military OneSource operations. You'll conduct assessments of customer interactions, analyze feedback, and identify areas for improvement to enhance the overall customer experience. Key Responsibilities: Perform audits and reviews of calls and case records using specific scoring guidelines, providing detailed documentation of results. Assist in data entry and analysis in accordance with URAC standards and established processes. Maintain accurate records and reports related to quality assurance activities. Participate in team meetings, audits, and calibration sessions to uphold QA standards. Monitor customer interactions for compliance with professionalism and resolution standards. Analyze survey results to provide actionable feedback for improved communication strategies. Utilize quality monitoring tools to track performance metrics within teams and across programs. Offer constructive feedback to both agents and managers based on observed performance. Identify trends in service quality and provide insights to the training team for enhancements. Implement process improvement initiatives regularly and support long-term projects. Provide call quality metrics to assist management with resource planning. Lead brainstorming sessions focused on enhancing customer satisfaction and agent processes. Collaborate with clients to develop effective agent communication materials. Create and implement training plans for onboarding new hires smoothly into production roles. Identify and address agent communication needs with management. Minimum Qualifications: Must be a U.S. citizen and proficient in English. Strong written and verbal communication skills. Successfully pass a Tier 2 - Public Trust Background Investigation. Bachelor's degree with 5 years of relevant experience, or 9 years of experience in a related field. Proficiency with Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Project). Preferred Skills: Experience in developing or executing quality assurance programs. Familiarity with call center monitoring software. Exceptional customer service and problem-solving skills. Ability to clearly present ideas to various audiences. Strong analytical and decision-making capabilities. Track record of maintaining quality standards. Excellent interpersonal and relationship-building skills. Critical thinking skills with a focus on quality improvement. Strong coordination skills across departments. Compensation is competitive and varies based on factors such as experience and qualifications. We believe in providing a comprehensive benefits package. Equal Employment Opportunity: ASM is committed to non-discrimination in employment decisions based on race, color, religion, sex, disability, age, sexual orientation, or national origin. All hiring and promotion decisions are made with a focus on equal opportunity.

Created: 2026-03-04