Manager, Quality Assurance

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.

The Manager, Quality Assurance will oversee the quality assurance team, implementing and managing QA strategies that ensure the delivery of high-quality services to our clients. This role involves establishing quality standards, monitoring compliance, and providing ongoing training and support to improve the performance of call center associates.

• Lead and manage the Quality Assurance department, including hiring, training, and performance evaluations.
• Develop and implement quality assurance processes and metrics to ensure compliance with policy and standards.
• Monitor and evaluate inbound and outbound customer interactions to ensure adherence to quality standards.
• Analyze performance data and prepare reports on trends and findings for management review.
• Provide coaching and feedback to associates, using monitoring data to highlight areas for improvement.
• Collaborate with team leaders and management to develop training programs based on QA findings.
• Conduct regular calibration sessions to ensure alignment in quality assessment.
• Stay updated on industry best practices and incorporate them into QA strategies.
• Perform other duties as assigned.

Requirements

Benefits