QA Manager

Regis Remote Office

20h

About The Position

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.

Requirements

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

Nice To Haves

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

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