QA Analyst jobs in United States
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OneTouch Direct ยท 2 hours ago

QA Analyst

positionTampa, FL
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
money$35K/yr - $40K/yr
date2+ years exp

OneTouch Direct is a leading provider of contact center solutions, working with Fortune 500 companies. As a QA Analyst, you will ensure the quality of services by evaluating interactions between call center associates and customers, developing quality assurance processes, and providing feedback to enhance performance.

Outsourcing/Offshoring

Responsibilities

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

Qualification

Quality AssuranceAnalytical skillsMicrosoft Office SuiteCustomer service orientationConstructive feedbackMultitaskingVerbal communicationWritten communicationTeam collaborationOrganizational skillsTime management

Required

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

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

Company

OneTouch Direct

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As a trusted global outsource provider, we know connection is a universal language.
dateFounded in 1998
location
Tampa, FL, US
people-size1001-5000 employees
web-link
http://www.onetouchdirect.com/

Funding

Current Stage
Late Stage

Leadership Team

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Joe Moloughney
Executive Vice President, Information Technologies & Chief Security Officer
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Company data provided by crunchbase