Job description

Description:* Quality Assurance Analyst (QA)- REMOTE*
At ONE, we are an enthusiastic team coming together from a wide range of backgrounds to create innovative solutions for our business partners and build cool stuff. You will collaborate with a world-class team of creative, supportive, entrepreneurial, and purposeful co-workers. You will work hard both as an individual contributor and a team member, but at the end of the day you and your work will matter.
As a Quality Assurance Analyst (QA) you are responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound calls to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The QA has a responsibility to assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
A Day in the life of a QA (Quality Assurance Analyst) at ONE:

• Active participation in design of call monitoring formats and quality standards.
• The QA will, performs call monitoring and provides trend data to site management team.
• Proficiency in use of quality monitoring data management system to compile and track performance at team and individual level.
• Continual participation in customer and client listening programs to identify customer needs and expectations.
• QA provides actionable data to various internal support groups as needed.
• You will coordinate and facilitate call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Requirements: Qualifications

• Quality Assurance Analyst (QA) experience
• Knowledge of the travel or cruise industry (preferred.)
• Must currently have high speed internet that can be verified by ONE’s IT (remote test of capability - speed and bandwidth.)
• Availability to work Monday – Friday from home (8 hours a day or the option of 4 ten-hour shifts)
• Alternate work location- if willing to work at Elevate (the Hangar) located in North Phoenix – weekend availability is required.

Equipment provided: laptop, monitor, docking station, keyboard, mouse, wired headset.
This is a non-exempt position with a base pay of $20.00 - $24.50 (dependent upon experience)
Start Date: ASAP
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Physical Requirements*· Prolonged periods of sitting at a desk and working on a computer.
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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!
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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· PTO/PST· Pet Insurance· Covered Parking· Amazing Culture!
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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.

Job Type: Full-time

Pay: $20.00 - $24.50 per hour

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