Quality Assurance Analyst - Journeyman

ASM Research provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).

Quality Assurance Analysts provide QA support to monitor performance for all Military OneSource operations to meet minimum standards in the SLAs and Performance Metrics. In this role they will monitor customer interactions and review/analyze customer feedback to evaluate overall customer experience. Assigns root cause and identifies systemic quality problems. Uses data from call observations to create quality improvement action plans and drive projects working with team and third-party vendors. Accurately compares measurements between team, vendors and client partners. Reports findings from complaints and call monitoring to the client, internal, and vendor teams. Makes recommendations on quality initiatives.

Job Responsibilities

• Conducts audits and reviews using scoring protocols for calls and/or case

records using a pre-determined set of criteria, documenting results in a detailed report.

• Supports data entry and analysis following URAC minimum standards and defined
• SOPs as specified in the Quality Management Plan.
• Maintains and provides all records and reports pertaining to QA

documentation.

• QA Analysts adhere to and promote auditing standards, participate in team

meetings, training requirements and calibration sessions.

• Supports analysis of Duty to Warn, Adverse Incidents, and Mandated Reporting

in compliance with defined processes and reporting standards

• Monitors customer interactions for timeliness of answer, active listening,

request/issue identification, correct call hold, professionalism, compliance requirements, request/issue resolution, and appropriate closing.

• Analyzes survey results for improving communication process and providing

feedback to the communication owners.

• Utilizes quality monitoring program to compile and track performance at

individual, functional, and program levels.

• Provides feedback to agents and managers based on observed strengths and

improvement opportunities.

• Analyzes readership, comprehension and application of communicated actions.
• Serves as a resource and escalation point for all lines of business so that

reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials.

• Identifies trends in service and provides that data to the training team to

enhance current training.

• Documents customer/call communications processes and makes recommendations.
• Implements operational process improvement initiatives on a regular basis, as

well as through long-term projects.

• Provides call quality metrics data to generate and maintain volume forecasts

to support management with scheduling and staffing needs.

• Leads brainstorming sessions to improve call system, communications

processes, customer satisfaction, agent processes and agent effectiveness.

• Completes activities related to deploying communications including but not

limited to creating checkpoints based on important points, creating surveys for reader feedback and continuous improvement, and providing recommendations for communications process improvement.

• Coordinates with client to create content for agent communications.
• Develops and distributes new agent communications, researching content and

obtaining appropriate feedback and reviews as needed.

• Creates and implements training plans to orient new hires and ensure a smooth

transition from learning environment to daily production environment.

• Identifies agent communication needs and makes recommendations to Call Center

management.

Minimum Qualifications

• U.S. citizen and fluent English speaker
• Possess strong written and verbal communication skills
• Must submit to and successfully pass a DoD-initiated Tier 2 - Public Trust
• Background Investigation
• Bachelor's degree and 5 years of contact center quality assurance experience

(additional 4 years of work experience may be considered in lieu of Bachelor’s degree)

• Solid working knowledge of standard computer software (Microsoft Office

business suite to include Outlook, Word, Excel, PowerPoint, and Project)

Other Job Specific Skills

• Demonstrated ability to contribute to quality assurance program creation or

execution.

• Experience with call center call monitoring/recording software.
• Exceptional customer service and problem-solving skills.
• Ability to explain and present ideas clearly and concisely to diverse

audiences, using appropriate language.

• Excellent analytical skills and strong decision-making abilities.
• Proven ability to achieve and maintain departmental quality standards.
• Strong Internet software and Windows operating systems and software skills.
• Demonstrated ability to train and develop new and existing support agents.
• Excellent interpersonal, facilitation, and relationship management skills.
• Demonstrated ability to effectively communicate and interact with

interdepartmental staff and across organizational lines.

• Critical thinker with the ability to solve complex problems; able to apply

quality improvement techniques.

• Great coordination skills across multiple departments of the Customer system.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.