Job Description

Job Title: QA Manager
Department: Customer Service / Operations / Sales
Reports To: Operations Manager / Director of Operations

We are seeking a highly experienced and detail-oriented QA Manager to oversee and improve the quality, consistency, and performance of both customer service and outbound sales operations.

This role combines Quality Assurance with performance optimization, focusing on monitoring interactions, enforcing standards, and improving conversion outcomes through script development, coaching, and KPI optimization.

The QA Manager will lead quality initiatives while owning script creation and refinement, ensuring all customer interactions are optimized for both customer experience and business results.

Key Responsibilities

Quality Monitoring & Evaluation

• Monitor and evaluate inbound and outbound calls, emails, chats, SMS, and tickets
• Score interactions using QA scorecards and internal standards
• Ensure compliance with company policies, procedures, and service expectations

Outbound Sales Performance

• Analyze outbound call performance (contact rate, conversion rate, close rate)
• Identify performance gaps and recommend improvements
• Ensure proper structure, tone, and execution of sales techniques

Script Creation & Optimization

• Develop, write, and maintain call scripts
• Refine scripts based on QA findings and performance data
• Improve engagement, objection handling, and conversion rates

Coaching & Training

• Provide actionable feedback to agents
• Support onboarding and ongoing training initiatives
• Coach agents on communication, script execution, and performance improvement

Performance Analytics & Reporting

• Track QA scores and key performance metrics
• Identify trends and areas for improvement
• Prepare weekly and monthly performance reports

KPI Management & Optimization

• Monitor and optimize KPIs such as CSAT, QA scores, AHT, FCR, and conversion rates
• Use analytics tools to drive performance improvements

Process Improvement & Collaboration

• Improve workflows and service quality across teams
• Recommend operational efficiencies
• Ensure process standardization and consistency

Requirements / Qualifications

• 5+ years of call center experience
• 2+ years of management or leadership experience
• Experience in outbound sales performance optimization
• Strong experience in script writing and development
• Bilingual: English and Spanish
• Strong analytical, coaching, and problem-solving skills

Preferred Skills

• Experience with CRM platforms (e.g., Salesforce, GoHighLevel)
• Strong leadership and communication skills
• Excellent organizational and adaptability skills

Impact of the Role

• Improved call quality and compliance
• Increased conversion rates
• Stronger and more effective scripts
• Enhanced operational efficiency
• Greater visibility into team performance

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.