Quality Review Specialist

Location: Tulsa, Oklahoma Type: Contract Compensation: $19.00 Contractor Work Model: Onsite – onsite

Job Title: Quality Review Specialist

Job Summary

The Quality Review Specialist is responsible for evaluating customer service interactions to ensure quality, consistency, and adherence to company standards. This role involves listening to recorded customer service calls, assessing performance, providing feedback, and scoring calls to support the development and success of Customer Service Representatives. The ideal candidate has strong customer service experience, preferably within a call center environment, and brings excellent communication and analytical skills.

Key Responsibilities

• Review and evaluate recorded customer service calls for quality, accuracy, professionalism, and compliance with established guidelines
• Score calls and document findings using quality monitoring tools and systems
• Provide clear, constructive feedback and recommendations to improve customer service performance
• Identify trends, strengths, and areas for improvement across customer interactions
• Collaborate with customer service leadership to support coaching and training initiatives
• Maintain accurate records and reports related to quality findings
• Ensure consistent application of quality standards across all evaluations

Qualifications

• Strong background in customer service; call center experience preferred
• Previous experience with call monitoring, auditing, or quality assurance is highly desirable
• Industry experience related to the company’s services or products is a plus
• Excellent listening, communication, and written documentation skills
• Strong attention to detail and ability to objectively assess performance
• Proficient computer skills with the ability to learn quality monitoring systems quickly
• Ability to provide professional, unbiased feedback in a constructive manner

Skills & Competencies

• Analytical thinking and problem-solving
• Time management and organizational skills
• Professional judgment and discretion
• Ability to work independently and meet deadlines
• Strong interpersonal skills and collaboration mindset

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M- #LI- Ref: #208-Rowland Tulsa