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Quality Assurance Reviewer

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.
  • 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.
  • 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

Average salary estimate

$60000 / YEARLY (est.)
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$50000K
$70000K

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What You Should Know About Quality Assurance Reviewer, OneTouch Direct

At OneTouch Direct, we're redefining what it means to work in a call center, and as a Quality Assurance Reviewer, you’ll take center stage! With over two decades of experience partnering with Fortune 500 companies, we pride ourselves on delivering exceptional service while fostering a vibrant company culture. In this role, you'll dive into the world of customer interactions, evaluating both inbound and outbound calls to ensure our talented associates meet our high standards. Your keen eye for detail will be invaluable as you assess performance, pinpoint areas for improvement, and provide insightful feedback that helps our team shine. Not only will you compile comprehensive quality reports, but you'll also collaborate with team leaders to craft training programs that elevate our service quality. We’re looking for someone with a strong background in quality assurance—ideally, you’ll have 2-4 years of experience in a similar environment. Your ability to communicate effectively and your analytical skills will set you apart as you work independently and as part of a team. At OneTouch Direct, we believe in growth, both personally and professionally, and we’re excited to welcome someone who’s detail-oriented, organized, and ready to contribute to our ongoing quality initiatives. If this resonates with you and you’re ready to make a meaningful impact, we want to hear from you!

Frequently Asked Questions (FAQs) for Quality Assurance Reviewer Role at OneTouch Direct
What are the primary responsibilities of a Quality Assurance Reviewer at OneTouch Direct?

As a Quality Assurance Reviewer at OneTouch Direct, your primary responsibilities include monitoring and evaluating customer calls for quality assurance, assessing the professionalism and accuracy of associates, and providing detailed feedback aimed at improving service quality. You'll also compile quality reports, identify trends for performance improvement, and collaborate with team leaders to create impactful training programs.

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What qualifications do I need to become a Quality Assurance Reviewer at OneTouch Direct?

To qualify for the role of Quality Assurance Reviewer at OneTouch Direct, applicants should ideally possess 2-4 years of experience in quality assurance within a call center setting. A strong understanding of quality assurance methodologies, excellent communication skills, and proficiency in Microsoft Office Suite are essential. While a Bachelor’s degree in a related field is a plus, it’s your skills and experience that will ultimately shine.

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What type of work environment can I expect as a Quality Assurance Reviewer at OneTouch Direct?

At OneTouch Direct, you can expect a positive and upbeat work environment that prioritizes employee satisfaction and growth. We celebrate diversity and foster a culture of collaboration through our Employee Resource Groups, making it a welcoming space for everyone. Our commitment to ongoing training and development ensures you’ll find opportunities for personal and professional growth.

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How does OneTouch Direct support the development of its Quality Assurance Reviewers?

OneTouch Direct is committed to the professional growth of its Quality Assurance Reviewers. We provide paid training and development opportunities, along with access to resources that empower you to enhance your skills. Through collaboration with team leaders and participation in ongoing quality initiatives, you'll be able to further refine your expertise and contribute to our collective success.

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What impact does the Quality Assurance Reviewer role have on customer experience at OneTouch Direct?

The Quality Assurance Reviewer at OneTouch Direct plays a crucial role in enhancing customer experience. By evaluating and providing feedback on customer interactions, you'll identify opportunities for associates to improve. Your insights directly contribute to maintaining high service standards and building a culture of continuous improvement, which is vital for customer satisfaction.

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Common Interview Questions for Quality Assurance Reviewer
How do you ensure the quality of interactions in a call center environment?

To ensure quality interactions, I prioritize listening to a representative's calls thoroughly, focusing on key areas such as accuracy, professionalism, and adherence to company policies. I also use a checklist aligned with our quality standards to provide structured feedback, highlighting both strengths and areas for improvement.

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Can you describe your experience with quality assurance methodologies?

I have experience working with various quality assurance methodologies, including call monitoring and customer feedback analysis. I utilize data-driven approaches to assess performance trends and collaborate with team members to implement process improvements, ensuring the highest quality of service.

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How do you approach delivering constructive feedback?

When delivering constructive feedback, I focus on creating a supportive environment. I begin by discussing positive aspects of a call, then gently address areas for improvement, providing specific examples and actionable recommendations. This approach fosters openness and encourages growth.

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What strategies do you use to keep performance data organized and actionable?

I maintain organized records by using structured templates that categorize performance data. I regularly analyze this data to identify trends and present actionable insights to management, ensuring we make informed decisions to enhance overall service quality.

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Why do you believe quality assurance is important in a call center?

Quality assurance is vital in a call center because it directly impacts customer satisfaction and retention. By evaluating and improving the service provided by associates, we ensure that customers receive the best support possible, leading to long-term loyalty and enhanced company reputation.

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How do you handle disagreements with associates regarding performance evaluations?

In the event of a disagreement, I believe in having an open dialogue. I listen to the associate's perspective and revisit the evaluation criteria together, providing clear examples from the monitored interactions. Collaboratively establishing mutual understanding is key to resolving any conflicts.

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What tools or technologies are you familiar with in quality assurance?

I am familiar with various quality assurance tools, including call recording software and customer feedback systems. Additionally, I regularly utilize Microsoft Office Suite for reporting and presentation purposes, ensuring the information is effectively communicated.

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Describe a time when you identified a trend in performance. What actions did you take?

In a previous role, I noted an increase in call handle time without corresponding customer satisfaction scores. I conducted focused training sessions to address common roadblocks in the call process, which ultimately led to a decrease in handle time while maintaining high satisfaction levels.

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How do you stay updated on quality assurance best practices?

I stay updated on quality assurance best practices by attending industry webinars, participating in relevant forums, and subscribing to quality assurance publications. Networking with other professionals also helps me to exchange ideas and stay informed about emerging trends.

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What role do you think a Quality Assurance Reviewer should play in team training?

A Quality Assurance Reviewer should play a pivotal role in team training by providing insights based on performance evaluations. This involves identifying training needs, collaborating with team leaders to develop focused training programs, and facilitating sessions to ensure associates are equipped with the skills needed to excel.

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OneTouch Direct, headquartered in Tampa, Florida, is an international sales and marketing company providing direct marketing strategies and call center solutions in consumer and B2B segments. OneTouch Direct has offices in New Jersey, New York an...

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Full-time, remote
DATE POSTED
February 19, 2025

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