Quality Assurance Analyst - Journeyman

at ASM Research, An Accenture Federal Services Compan in Augusta, Maine, United States

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 ses