Quality Assurance Analyst, Fort Lauderdale, FL Call Center Sales
About The Position
We are seeking a detail-oriented Quality Assurance Analyst to support the performance, accuracy, and operational integrity of our outbound fundraising sales team. This role is responsible for monitoring call quality, auditing CRM and dialer activity, analyzing sales performance data, and preparing recurring reports for leadership. The Quality Assurance Analyst services as an internal resource for identifying trends, validating process adherence, and providing performance insights that support management decision-making and training initiatives. This position does not directly supervise or coach sales staff but works closely with leadership to help maintain consistent execution standards across the team.
Requirements
- Minimum of 2 years of experience in call center, customer service quality assurance, sales analytics, performance monitoring, or a related role.
- Strong analytical skills with exceptional attention to detail and the ability to evaluate performance trends and quality metrics.
- Solid understanding of sales conversations, objection handling techniques, and effective messaging strategies.
- Experience auditing CRM or dialer systems (VanillaSoft experience strongly preferred).
- Proficiency in Microsoft Office Suite and data reporting or dashboard tools.
- Experience monitoring calls or evaluating sales quality using established QA methodologies.
- Ability to interpret performance data and clearly communicate findings and recommendations to leadership.
- Familiarity with AI tools, quality monitoring systems, and customer management platforms that support operational performance.
- Strong organizational skills with the ability to manage multiple priorities and reporting deadlines in a fast-paced environment.
Nice To Haves
- Experience supporting outbound or cold-calling sales teams is strongly preferred.
Responsibilities
- Monitor live and recorded sales calls to evaluate call quality, professionalism, script adherence, objection handling, call flow, and overall communication effectiveness.
- Audit sales activity within VanillaSoft to ensure accurate result coding, proper documentation, and compliance with established workflow standards.
- Analyze call quality and sales performance data to identify trends, performance gaps, and opportunities for operational and training improvements.
- Prepare and distribute recurring quality and performance reports, maintaining dashboards and tracking tools that support leadership visibility and decision-making.
- Identify data integrity issues, documentation inconsistencies, and process deviations, escalating findings and recommendations to leadership.
- Partner with management to evaluate the effectiveness of sales scripts, messaging, and call strategies, providing data-driven insights to support coaching and development efforts.
- Maintain advanced knowledge of VanillaSoft and assist in improving reporting capabilities, system utilization, and workflow efficiency.
- Provide clear, actionable written feedback to support individual and team coaching initiatives related to performance, compliance, and quality standards.
- Contribute to the development, refinement, and ongoing improvement of quality assurance standards and operational processes.
Benefits
- Medical, Vision, and Dental Insurance with company contribution
- Paid Time Off
- Paid Holidays
- Health Savings Account (HSA)
- Employee Assistance Program (EAP)
- Paid Training
- Employee Rewards
- Employee Discounts
- Veteran Appreciation Floating Holiday
- Annual salary review
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
