Customer Service Quality Analyst

Key Responsibilities: The Quality Assurance (QA) Specialist is responsible for analyzing the efficiency and effectiveness of individual case analysts. To accomplish this, the QA Specialist reviews cases, emails, and recorded telephonic interactions and evaluates them for compliance to standardized process requirements. Requirements involve confirming that activity efforts align with casework expectations and outcome. Activities may include discerning soft skills in phone calls and clear communication in emails. Based on the review, the Quality Analyst provides a concise written analysis of the work reviewed along with feedback and coaching recommendations to improve the performance of the program. Required minimum qualifications: Bachelor’s Degree or equivalent OR 4 years of relevant experience in lieu of degree. Experience following defined processes. Must be a US Citizen Preferred qualifications: Experience with CMS's 1095-A Advanced proficiency with MS Office including SharePoint, Teams, Excel, Word, and PowerPoint Strong verbal and written communication skills Familiarity with process improvement systems such as Lean Six Sigma, Agile, and others. Experience providing data that supports project decision Previous Federal Government experience. 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.