Quality Review Specialist

Location: Tulsa, Oklahoma Type: Contract Compensation: $19.00 Contractor Work Model: Onsite – onsiteJob Title: Quality Review SpecialistJob SummaryThe 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 ResponsibilitiesReview and evaluate recorded customer service calls for quality, accuracy, professionalism, and compliance with established guidelinesScore calls and document findings using quality monitoring tools and systemsProvide clear, constructive feedback and recommendations to improve customer service performanceIdentify trends, strengths, and areas for improvement across customer interactionsCollaborate with customer service leadership to support coaching and training initiativesMaintain accurate records and reports related to quality findingsEnsure consistent application of quality standards across all evaluationsQualificationsStrong background in customer service; call center experience preferredPrevious experience with call monitoring, auditing, or quality assurance is highly desirableIndustry experience related to the company’s services or products is a plusExcellent listening, communication, and written documentation skillsStrong attention to detail and ability to objectively assess performanceProficient computer skills with the ability to learn quality monitoring systems quicklyAbility to provide professional, unbiased feedback in a constructive mannerSkills & CompetenciesAnalytical thinking and problem-solvingTime management and organizational skillsProfessional judgment and discretionAbility to work independently and meet deadlinesStrong interpersonal skills and collaboration mindsetSystem 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- Ref: #208-Rowland Tulsa