Call Center Quality Assurance – Verizon

Job overview

The Call Center Quality Assurance – Verizon role is onsite in Tampa, FL; compensation is not specified. OneTouch Direct provides contact center solutions for Fortune 500 companies. The role establishes and monitors quality standards for customer interactions, analyzes performance trends, and uses findings to coach associates and inform training. This work supports consistent policy compliance and improved call center performance.

What you'll do

• Develop quality assurance processes and metrics
• monitor inbound and outbound customer interactions
• analyze performance data and prepare reports
• coach associates using monitoring findings
• collaborate with leaders on training programs
• conduct calibration sessions
• and incorporate relevant industry practices into quality strategies.

What we're looking for

Skills & competencies

call center quality assurance

tampa fl

onetouch direct

full-time

verizon

quality monitoring

customer interactions

compliance

performance analysis

associate coaching

training programs

calibration

medical benefits

paid development

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision plan
• paid training and development
• Employee Resource Groups.

Why this role

The posting requests 3–5 years of quality assurance experience, preferably in a call center. Benefits include medical, dental, and vision coverage; paid training and development; and Employee Resource Groups.

About the employer

OneTouch Direct is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.