Quality Specialist II

ASM Research • San Antonio, TX

23h

About The Position

The Quality Specialist II provides independent quality assurance for contact
center interactions to ensure agents meet defined standards for accuracy,
compliance, and customer experience. This role monitors a sample of calls and
other interactions, scoring them against detailed evaluation forms and quality
criteria tailored to a highly regulated federal environment. The Quality
Specialist identifies patterns in errors or behavior and collaborates with
operations and training teams to address root causes through coaching and
process improvements, producing quality reports and insights that help
leadership understand performance trends and target high-impact improvement
initiatives.

Requirements

• High school diploma or GED; Associate's degree preferred in Business Administration, Quality Management, or a related field.
• 2–5 years of experience in contact center quality assurance, auditing, or related analytical roles with proven ability to evaluate performance against established standards.
• Experience developing and implementing quality control methodologies to ensure compliance with quality assurance standards, guidelines, and procedures.
• Proven ability to conduct and participate in formal and informal reviews, establishing quality metrics and scoring parameters for evaluation.
• Strong analytical skills with the ability to identify patterns in performance data and translate findings into actionable improvement recommendations.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Experience with contact center quality monitoring platforms and speech analytics tools.
• Quality or process-improvement credentials such as COPC, Six Sigma Yellow/Green Belt, or similar certifications.
• Background in federal government or highly regulated customer service operations requiring strict compliance adherence.

Responsibilities

• Conduct systematic monitoring and evaluation of recorded and live interactions using standardized scorecards and quality metrics to assess agent performance.
• Document detailed findings and provide actionable feedback to agents and leaders to improve call handling, compliance adherence, and documentation quality.
• Analyze quality data to identify trends, recurring defects, and training opportunities across products, processes, and customer segments.
• Participate in calibration sessions to align scoring standards across quality reviewers and operations stakeholders, ensuring consistent evaluation practices.
• Collaborate with training and operations teams to refine scripts, job aids, and procedures based on quality insights and observed performance patterns.
• Ensure quality standards incorporate regulatory, contractual, and security requirements relevant to highly regulated government environments.
• Prepare regular quality reports and dashboards for leadership highlighting risk areas and recommending targeted actions to improve service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED