Quality Assurance Specialist

ASM Research, An Accenture Federal Services Company is seeking a Quality Assurance Specialist to join our team at our State House location in Lancaster County. This full-time position plays a critical role in ensuring exceptional service delivery through systematic quality monitoring and customer feedback analysis.

Position Summary

In this role, you'll serve as a quality advocate for our organization, conducting thorough evaluations of customer interactions to measure and enhance overall service experience. You'll work closely with internal teams and external partners to identify performance gaps, uncover systemic issues, and drive continuous improvement through data-driven insights. This position requires strong analytical abilities, meticulous attention to detail, and a commitment to maintaining the highest service standards.

Day-to-Day Responsibilities

• Monitor and evaluate customer interactions to assess service quality and adherence to established standards
• Analyze customer feedback and survey data to identify trends, patterns, and improvement opportunities
• Conduct root cause analysis on quality issues and escalate systemic problems to leadership
• Compare performance metrics across internal teams, vendor partners, and client organizations
• Document and report quality findings to internal teams, clients, and vendors with actionable recommendations
• Track call handling metrics including response timeliness and customer satisfaction indicators
• Collaborate with stakeholders to develop and implement quality improvement initiatives

Requirements

• High school diploma or equivalent; associate degree or higher preferred
• 1–2 years of experience in quality assurance, customer service, or related field
• Strong proficiency with data analysis tools and Microsoft Office applications
• Excellent written and verbal communication skills
• Ability to work independently and manage multiple priorities
• Demonstrated problem-solving abilities and keen attention to detail
• Familiarity with quality assurance metrics and call center operations a plus

About ASM Research, An Accenture Federal Services Company

ASM Research, An Accenture Federal Services Company combines deep industry expertise with a commitment to delivering innovative solutions and exceptional service. As part of Accenture's federal services division, we support mission-critical operations with a focus on quality, reliability, and client success.

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