Quality Assurance Auditor

Tax Relief Advocates•Irvine, CA

12h•$22 - $24•Onsite

About The Position

The Quality Assurance Auditor listens to live and recorded sales calls in Genesys, scores them against TRA’s sales quality standards, and delivers clear, actionable feedback to the Director of Sales Enablement. You will be the independent ear on the sales floor, catching compliance gaps, coaching opportunities, and patterns that help Enablement raise conversion quality without sacrificing integrity.

Requirements

2+ years in call quality assurance, sales QA, compliance monitoring, or contact-center auditing—ideally high-volume inbound sales.
Hands-on experience reviewing calls in a contact-center platform (Genesys / Genesis strongly preferred; Five9, NICE, or similar acceptable).
Comfort scoring consultative or high-ticket phone sales, not just scripted customer service.
Strong written communication: tight notes, specific examples, no vague “needs improvement.”
High integrity and discretion. You will hear sensitive financial and tax information.
Ability to work onsite in Irvine on a full-time schedule aligned to sales-floor hours.
Proficiency with Excel or Google Sheets for score tracking and trend reporting.

Nice To Haves

Experience in tax resolution, debt relief, financial services, or other regulated consumer sales.
Familiarity with TCPA, FTC consumer-protection expectations, and California privacy / recording-consent rules.
Prior partnership with a sales enablement, training, or floor-leadership team.
Bilingual English/Spanish a plus (not required).

Responsibilities

Audit inbound and outbound sales calls daily in Genesys, including recordings, screen activity, and disposition data.
Score calls against TRA’s quality rubric: compliance disclosures, fact-finding, objection handling, urgency without pressure, accuracy of tax-resolution claims, and close quality.
Document findings with timestamps, call IDs, and specific examples so Enablement can coach with precision.
Flag compliance, TCPA, and consumer-protection risks immediately, do not wait for a weekly report.
Identify trends across agents, teams, and campaigns (scripts that stall, disclosures that get skipped, objections that convert or kill deals).
Prepare concise weekly and ad-hoc QA summaries for the Director of Sales Enablement; attend calibration sessions as requested.
Partner with Enablement on rubric updates, new-hire baseline scores, and targeted coaching themes.
Maintain audit logs and evaluation records consistent with TRA document-retention and HR compliance standards.
Protect client confidentiality and treat every recording as regulated consumer financial information.