Quality Assurance Specialist (Inside Sales environment) - Remodel USA

Remodel Home Improvement Solutions Remodel has been serving East Coast with home improvement solutions for over 25 years. We are currently searching for a Quality Assurance Specialist for our Inside Sales center.

The Inside Sales Call Center Quality Assurance Specialist plays a critical role in ensuring that lead generation and inside sales processes meet established standards of quality and effectiveness. This position is primarily responsible for evaluating and scoring leads/set appointments based on predefined criteria and ensuring that they align with the call script and campaign objectives. By conducting thorough assessments of lead interactions and providing feedback to inside sales team leads/management, the specialist helps maintain a high level of lead quality and control. The role requires a keen eye for detail, strong analytical skills, and the ability to maintain consistency in lead qualification, ultimately contributing to the success of the inside sales team and the overall performance of the call center.

Responsibilities:

• Pull and evaluate 50+ calls daily with the following dispositions: (NQ, TCPA, Wrong Number, Not Interested) Complete set review (A review of the previous days No Demos and No Shows to ensure quality
• Assist with new hires and produce calls for team leaders.
• Live listens daily with agents
• Grade set calls (Amount per agent per month TBD)
• Weekly call calibrations with team leaders
• Assist the Call Center Leadership Team in lead research
• Collaboration with Call Center Training Manager to ensure standard
• Daily Call monitoring and scoring (agents and confirmers) will use quality scoring tools to log insights and provide feedback to improve performance.
• Feedback to leadership for coaching Opps and performance evaluations
• Balto Quarterback
• Live Monitoring through Five9 when needed

BENEFITS:

• Generous base pay of $26/hr.
• Paid Time Off policy
• Holiday Pay
• Health, Dental & Vision
• Company-paid life insurance and long-term disability
• 401K
• Supplemental Insurance
• Flex Savings & Health Reimbursement Accounts
• Company events and employee engagement initiatives