OneTouch Direct ยท 1 week ago
Call Center QA Analyst
Brandon, FL
Full-time
Onsite
Entry, Mid Level
$35K/yr - $40K/yr
2+ years expOneTouch Direct is a leading provider of contact center solutions nationwide, partnering with Fortune 500 companies to deliver exceptional service. The Call Center QA Analyst will be responsible for assessing call quality, ensuring compliance with standards, and enhancing the customer experience.
Outsourcing/Offshoring
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
OneTouch Direct
As a trusted global outsource provider, we know connection is a universal language.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Joe Moloughney
Executive Vice President, Information Technologies & Chief Security Officer
Company data provided by crunchbase