[Hiring] QA Manager @Regis Remote Office

Role Description

We are seeking a highly experienced and detail-oriented QA Manager to oversee and improve the quality, consistency, and performance of both customer service and outbound sales operations. This role combines Quality Assurance with performance optimization, focusing on monitoring interactions, enforcing standards, and improving conversion outcomes through script development, coaching, and KPI optimization. The QA Manager will lead quality initiatives while owning script creation and refinement, ensuring all customer interactions are optimized for both customer experience and business results.

Key Responsibilities

• Quality Monitoring & Evaluation
  • Monitor and evaluate inbound and outbound calls, emails, chats, SMS, and tickets
  • Score interactions using QA scorecards and internal standards
  • Ensure compliance with company policies, procedures, and service expectations
• Outbound Sales Performance
  • Analyze outbound call performance (contact rate, conversion rate, close rate)
  • Identify performance gaps and recommend improvements
  • Ensure proper structure, tone, and execution of sales techniques
• Script Creation & Optimization
  • Develop, write, and maintain call scripts
  • Refine scripts based on QA findings and performance data
  • Improve engagement, objection handling, and conversion rates
• Coaching & Training
  • Provide actionable feedback to agents
  • Support onboarding and ongoing training initiatives
  • Coach agents on communication, script execution, and performance improvement
• Performance Analytics & Reporting
  • Track QA scores and key performance metrics
  • Identify trends and areas for improvement
  • Prepare weekly and monthly performance reports
• KPI Management & Optimization
  • Monitor and optimize KPIs such as CSAT, QA scores, AHT, FCR, and conversion rates
  • Use analytics tools to drive performance improvements
• Process Improvement & Collaboration
  • Improve workflows and service quality across teams
  • Recommend operational efficiencies
  • Ensure process standardization and consistency

Qualifications

• 5+ years of call center experience
• 2+ years of management or leadership experience
• Experience in outbound sales performance optimization
• Strong experience in script writing and development
• Bilingual: English and Spanish
• Strong analytical, coaching, and problem-solving skills

Preferred Skills

• Experience with CRM platforms (e.g., Salesforce, GoHighLevel)
• Strong leadership and communication skills
• Excellent organizational and adaptability skills

Impact of the Role

• Improved call quality and compliance
• Increased conversion rates
• Stronger and more effective scripts
• Enhanced operational efficiency
• Greater visibility into team performance