New Frontier Immigration Law · 1 week ago
Call Center Trainer & Quality Assurance
United States
Full-time
Remote
Mid, Senior LevelNew Frontier Immigration Law is dedicated to impacting the lives of immigrants across the U.S. The Call Center Trainer & Quality Assurance Manager will lead the training, development, and quality assurance of the appointment-setting call center team, ensuring they deliver exceptional service and maintain high performance.
AdviceConsultingLegal
Responsibilities
Own and continuously improve the Dragons Training Program (Nest)
Design and deliver comprehensive new-hire onboarding covering systems, scripts, call flow, and immigration intake basics
Create role-specific training tracks for Setters (highest knowledge, appointment booking), Digital Dragons (digital lead follow-up), and Chasers (outbound follow-up)
Define and enforce graduation criteria from Nest including knowledge checks, call certification, role-play assessments, and live call readiness
Ensure every Dragon is production-ready before graduating to the floor
Monitor live calls, recordings, and CRM activity (HubSpot / 3CX or similar)
Score calls against defined QA standards: compliance, accuracy of qualification, tone, urgency, empathy, and appointment quality for Strategists
Deliver 1:1 coaching sessions, targeted retraining plans, and remedial training for underperformers
Partner with Call Center Sales Manager to identify trends, address skill gaps, and reduce appointment fallout and Not Qualified cases
Actively support 6–12-month retention of Dragons by identifying early warning signs of churn including performance dips, engagement issues, and confidence or skill gaps
Create skill progression paths, performance recovery plans, and development roadmaps for high-potential Dragons
Help reinforce a career mindset, not 'temporary call center job' mentality
Serve as right-hand support to Sales Leadership when not actively training
Assist with call center QA initiatives, script optimization, process documentation (SOPs), and feedback loops between Dragons, Strategists, and Legal
Provide regular insights and reporting to the Director of Sales on training outcomes, QA trends, retention risks, and skill gaps by role
Qualification
Required
Proven experience training remote teams, building onboarding programs, and improving quality while reducing churn
Bilingual (English & Spanish) — REQUIRED
Strong understanding of inbound & outbound call flows, lead qualification, and appointment setting for closers
Comfortable working in a metrics-driven sales environment with clear performance standards
Experience with CRM systems (HubSpot preferred) and call center technology (3CX or similar)
Excellent coaching and feedback delivery skills with the ability to inspire performance improvement
Strong organizational and documentation skills for creating SOPs and training materials
Positive, proactive, high-energy attitude with passion for mission-driven work
Company
New Frontier Immigration Law
New Frontier Immigration Law is a law firm that specializes in family petitions, military parole, appeals, and naturalization services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Hillary Walsh
Abogada
Company data provided by crunchbase