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 Quality Assurance Reviewer, you will be responsible for evaluating customer interactions and assessing the performance of call center associates to ensure adherence to company standards. Your insights will help to enhance service quality and customer experience, making a significant contribution to overall operational success.

• Monitor and evaluate inbound and outbound customer calls for quality assurance.
• Review and assess the accuracy and professionalism of associates.
• Provide detailed feedback and coaching to improve service quality.
• Identify trends and provide actionable insights to management for performance improvement.
• Compile quality reports for analysis and presentation.
• Collaborate with team leaders to implement training programs based on assessment results.
• Participate in ongoing quality initiatives to enhance customer satisfaction.
• Contribute to the development of quality standards and procedures.

Requirements

• 2-4 years of experience in quality assurance, preferably in a call center environment.
• Strong knowledge of quality assurance methodologies and best practices.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to provide constructive feedback and conduct training sessions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Detail-oriented and highly organized.
• Ability to work independently and as part of a team.
• Familiarity with customer service tools and technologies preferred.
• 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