We're a bilingual contact center supporting U.S.based businesses in high-touch industries like solar, roofing, eCommerce, and home services.We specialize in outbound appointment setting, inbound customer service, and dispatch operations — and we're looking for a **QA rockstar** to help us keep our standards high.
**Role Overview**:We're looking for a **detail-oriented QA Representative** with experience in **call center quality monitoring**.
You'll be responsible for listening to agent calls, scoring performance based on predefined criteria, providing structured feedback, and helping us raise the bar through ongoing coaching and calibration.
**Responsibilities**:- Listen to recorded and/or live calls across various campaigns- Score calls using internal scorecards and provide notes on agent performance- Identify coaching opportunities and escalate red-flag issues- Conduct 1-on-1 feedback sessions with agents weekly or bi-weekly- Collaborate with Team Leads and Client Mana...