Global Electronic Services · 2 months ago
Call Center QA Manager
Buford, GA
Full-time
Onsite
Senior Level
5+ years expGlobal Electronic Services Inc is an industry leader in industrial equipment and services, and they are seeking an experienced Call Center Quality Assurance (QA) Manager. In this role, you will develop and manage quality control processes for outbound sales calls, monitor interactions, and coach team members to ensure high standards of customer experience.
Manufacturing
Hiring Manager
DANIELLE PETERSON
Responsibilities
Execute a call quality assurance program for our outbound inside sales team
Monitor and Plug in to evaluate daily calls for accuracy, professionalism, compliance, and performance benchmarks
Develop and maintain QA scorecards, reporting systems, and feedback loops
Deliver targeted coaching and feedback to reps and floor managers to improve outcomes
Partner with Sales Leadership to define KPIs and identify areas for ongoing training
Identify trends in customer responses and agent performance to improve scripting and process flows
Conduct regular calibration sessions to ensure consistency in scoring and expectations across QA and management
Review QA reporting dashboards for leadership visibility into call quality and sales alignment
Qualification
Required
5+ years of experience in a call center quality assurance leadership role (outbound sales experience highly preferred)
Deep understanding of call center performance metrics, coaching strategies, and compliance practices
Exceptional listening, analysis, and reporting skills
Strong experience using QA tools, CRM systems, and call monitoring software
Ability to collaborate cross-functionally with sales, training, and operations leadership
High attention to detail and a proactive, process-improvement mindset
Preferred
Outbound sales experience highly preferred
Experience in B2B or industrial service environments is a plus
Benefits
Medical, Dental, Vision, Life Insurance
401(k) with company match
Paid Time Off and company-recognized holidays
Company
Global Electronic Services
Global Electronic Services is an industrial automation company that provides electronic equipment repair services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase