Customer Service Quality Policy Analyst I

ASM Research•San Antonio, TX

33d•Onsite

About The Position

The Customer Service Quality Policy Analyst I administers quality assurance and monitoring programs for contact center operations that support mission-critical services in a highly regulated enterprise environment. It evaluates customer interactions, escalations, and performance data to ensure adherence to defined quality standards, service policies, and customer experience expectations. The role develops and maintains quality policies, procedures, and training materials while driving continuous improvement based on customer feedback and operational metrics.

Requirements

Bachelor’s Degree in a relevant field or equivalent combination of education and experience.
3–5 years of experience in contact center quality assurance, service delivery operations, or customer experience analysis.
Demonstrated experience administering quality monitoring programs, including call evaluation, survey analysis, and performance reporting in a contact center environment.
Experience working with mission-critical or highly regulated service environments requiring strict adherence to quality and compliance standards.
Ability to interpret and apply quality policies, behavioral guidelines, and service standards, including within outsourced or multi-vendor (BPO) operations.
Strong analytical, written, and verbal communication skills with the ability to translate data and observations into clear feedback and improvement recommendations.
Ability to obtain and maintain a Public Trust–level background investigation and meet U.S. citizenship requirements.

Nice To Haves

Experience working within Business Process Outsourcing (BPO) or multi-vendor service environments.
Familiarity with quality monitoring and workforce optimization tools (such as NICE or Verint) and related reporting capabilities.
Knowledge of federal service delivery standards, compliance requirements, or Public Trust environments.
Experience designing and delivering training or coaching programs for contact center quality assurance personnel.

Responsibilities

Apply structured quality monitoring techniques, including call evaluation scoring models and audit methodologies, to assess service delivery performance across contact center operations.
Analyze customer satisfaction surveys, feedback channels, and key performance indicators to identify root causes of service issues and recommend corrective and preventive actions.
Develop, review, and refine quality assurance policies, procedures, and guidance documentation in alignment with operational requirements and client expectations.
Manage and resolve quality assurance escalations from client and internal stakeholders, ensuring appropriate remediation, documentation, and follow-up communication.
Provide coaching insights and performance feedback to contact center personnel and quality teams based on evaluation outcomes and observed behavior.
Design and deliver training programs on quality standards, compliance requirements, and evaluation processes to support consistent service delivery.
Monitor adherence to behavioral and service guidelines within outsourced or multi-vendor BPO environments and enforce corrective measures when guidelines are breached.
Support service deployment activities by creating test scripts and validating service readiness through structured rehearsal and testing scenarios.