Customer Service Quality Assurance Specialist III - 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-topeer 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.