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iQor · 1 day ago

Quality Assurance Specialist - Nashville, TN

Nashville, TN

Full-time

Onsite

Entry, Mid Level

$55K/yr - $60K/yr

2+ years exp

iQor is a company that drives growth for businesses by offering comprehensive sales and marketing solutions. As a Quality Assurance Specialist, you will elevate the quality of sales interactions and ensure compliance across customer-facing channels by conducting audits, providing feedback, and partnering with teams for continuous improvement.

Customer ServiceLogisticsOutsourcingSupply Chain Management

Responsibilities

Conduct real-time and routine quality audits for calls, emails, chats, and meetings

Evaluate sales representatives’ performance against quality standards, scripts, and compliance requirements

Assess interactions using established rubrics, benchmarks, and best practices

Deliver clear feedback to sales professionals, highlighting strengths and growth opportunities

Lead one-on-one coaching sessions and refresher training as needed

Generate reports on QA findings, trends, and recurring issues

Analyze data to uncover patterns, root causes, and actionable insights

Partner with sales managers to implement and track process improvements

Build and maintain QA criteria, checklists, and documentation

Keep detailed records of audits, evaluations, feedback, and training activities

Ensure all QA documentation remains accurate and accessible

Use QA software and reporting tools to monitor and elevate sales quality

Stay current on emerging QA technologies and recommend enhancements

Work closely with training teams to address skill gaps through targeted programs

Support new hire onboarding and transition from training to production

Assist with escalations by preparing root cause analyses and providing data-driven insights

Maintain up-to-date knowledge of company policies, product updates, procedures, and regulatory requirements

Qualification

QA processesCoaching sales professionalsAnalytical mindsetQA tools proficiencyCRM systemsFluent in EnglishCommunication skillsEmotional intelligenceOrganizational skills