Call Center QA Analyst

OneTouch Direct is not your typical Call Center. Since our inception in 1998, we have become one of the leading providers of contact center solutions nationwide. By partnering with Fortune 500 companies, we deliver valuable products and unparalleled service, creating a unique company culture that sets us apart.

We are currently seeking a Call Center QA Analyst to join our dedicated team. In this role, you will be responsible for assessing the quality of service provided by our call center associates, ensuring compliance with company standards, and enhancing the overall customer experience.

• Monitor and evaluate incoming and outgoing calls to assess quality and adherence to company guidelines.
• Develop and maintain quality assurance processes and reporting systems.
• Provide actionable feedback to agents based on call evaluations to improve performance.
• Assist in identifying training opportunities for staff based on performance metrics.
• Compile and analyze data to identify trends, performance levels, and areas for improvement.
• Participate in quality calibration sessions to align assessment standards across the team.
• Stay updated with industry best practices and recommend improvements for process optimization.
• Perform other related duties as assigned to ensure quality assurance objectives are met.

Requirements

• Minimum of 2 years of QA experience in a call center or customer service environment preferred.
• Strong analytical skills with attention to detail essential for evaluating performance.
• Excellent verbal and written communication abilities.
• Proficient in providing constructive criticism that promotes growth.
• Strong customer service orientation and a willingness to assist others.
• Proficiency in data analysis tools and Microsoft Office Suite.
• Ability to work both independently and collaboratively in a team setting.
• Strong organization and time management capabilities.
• Ability to thrive in a fast-paced work environment and manage multiple tasks effectively.
• Bachelor's degree in a related field is preferred.

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