Quality Assurance Manager

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: TYPE OF WORK

Full Time

: SALARY

$5/hour

: HOURS PER WEEK

50

: DATE UPDATED

Jan 25, 2026

JOB OVERVIEW

Quality Assurance Manager (Call Center / Appointment Setting)

Location: Remote
Type: Full-Time

About the Role

We’re looking for a detail-oriented Quality Assurance Manager to own call quality, script adherence, and continuous improvement across our appointment-setting team. This role is heavily focused on reviewing call recordings, ensuring leads are properly qualified, and coaching setters to perform at the highest level.

If you have a sharp ear, strong coaching instincts, and enjoy turning data and feedback into better performance, this role is for you.

Key Responsibilities

Listen to and evaluate inbound and outbound call recordings from appointment setters

Ensure strict adherence to call scripts, compliance standards, and qualifying criteria

Verify leads are being properly qualified (homeownership, equipment type/age, service eligibility, etc.)

Identify recurring issues, skill gaps, and areas for improvement

Provide clear, constructive feedback and coaching recommendations to setters and leadership

Score calls using established QA rubrics and maintain quality benchmarks

Track trends in call quality, objections, booking rates, and compliance

Collaborate with training and management to refine scripts, SOPs, and coaching strategies

Help elevate overall call performance, conversion rates, and customer experience

What We’re Looking For

2+ years experience in Quality Assurance, Call Center Management, or Sales Coaching

Strong understanding of phone sales, lead qualification, and appointment setting

Experience reviewing call recordings and delivering actionable feedback

Excellent attention to detail and ability to catch small deviations that impact outcomes

Confident communicator who can coach without micromanaging

Comfortable working with call tracking systems, CRMs, and QA scorecards

Organized, consistent, and data-driven

Bonus Points If You Have:

Experience in home services (HVAC, plumbing, electrical, etc.)

Experience with remote teams or high-volume call centers

Familiarity with call scripts, objection handling frameworks, or sales psychology

SKILL REQUIREMENT

Call Center Operations Management Quality Assurance Outbound Calls

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Quality Assurance Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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