Under the direction of the QA Manager, the Contact Center QA Analyst is responsible for monitoring and evaluating the quality of inbound and outbound communication between our contact center agents and customers. The Contact Center QA Analyst ensures compliance with company standards, identifies areas for improvement, and helps maintain a high level of customer satisfaction.

Key Responsibilities 

• Review assigned escalations from management and ensure customer service standards are met
• Review recorded and live interactions (calls, emails, chats) to assess agent performance, adherence to company policies, and overall customer experience
• Review escalations involving social media threads and brand reputation as assigned
• Document call details with accuracy for review of quality standards and compliance
• Conduct regular quality assessments using standardized scoring criteria and provide detailed feedback and recommendations for improvement
• Leverage contact center technology and QA tools to streamline monitoring
• Ensure that all interactions comply with regulatory requirements, company policies, and industry best practices

• Bachelor’s degree in Business, Communications, Business Administration and/or a combination of education and experience
• Minimum of 2+ years in a quality assurance role within a contact center environment
• Working knowledge of customer service software, contact center software, QA tools and databases
• Strong analytical skills and attention to detail
• Excellent verbal and written communication skills
• Ability to provide constructive feedback and facilitate training sessions
• Solid understanding of customer service principles and best practices
• Ability to provide constructive feedback and facilitate training sessions
• Ability to manage multiple tasks and meet deadlines
• High level of integrity and professional ethics
• Must possess strong organizational and computer skills 
• Salesforce experience is a plus

Candidates must reside within a 30-mile radius of our corporate headquarters in Scottsdale AZ 85256

About ONE

Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education and retail industries, we’re a leader in the loyalty travel solutions space. Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard! We hope to welcome you to the team soon!

What We Offer

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Insurance
• Free Parking
• Amazing Culture!

Office Highlights – Scottsdale, AZ

• Modern office design
• Fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting) for on-site employees

ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.