Job Description

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.
  • C...

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