QA Analyst

OneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

As a QA Analyst, you will play a vital role in maintaining the quality of our services by evaluating the interactions between our call center associates and customers. Your primary objective will be to ensure that our team adheres to company policies and delivers an exceptional customer experience.

• Conduct detailed analysis and evaluation of call recordings and customer interactions.
• Develop and implement quality assurance processes and metrics to assess performance.
• Collaborate with management to identify training needs and areas for improvement.
• Compile data and prepare reports on quality trends, performance metrics, and client feedback for management review.
• Provide constructive feedback to call center associates to enhance their performance.
• Participate in quality calibration sessions and contribute to maintaining consistent evaluation standards.
• Stay current with industry best practices and integrate them into QA procedures.
• Execute other related duties as assigned.

Requirements

• 2 years of experience in Quality Assurance or a related field, preferably in a call center environment.
• Strong analytical skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to provide constructive criticism and feedback effectively.
• Demonstrate a strong customer service orientation.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work collaboratively in a team environment.
• Strong organizational and time management skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Bachelor's degree in a related field is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Training & Development
• A positive upbeat work environment
• Opportunity for professional and personal growth
• Diverse, welcoming culture with Employee Resource Groups