Call Quality Assistant

We’re looking for a detail-oriented Virtual Assistant to listen to and evaluate incoming and outgoing calls, score them using a provided rubric, and turn real call data into actionable training and insights for our staff and leadership team.
This role is part quality control, part educator, part analyst. If you love patterns, coaching, and turning messy data into clear improvements, this is for you.

Key Responsibilities
•Listen to and score inbound and outbound calls using a standardized rubric
•Categorize calls (wins, missed opportunities, objections, issues, etc.)
•Organize calls into simple, repeatable training modules for staff
•Create weekly and monthly call quality reports
•Identify trends and share insights with leadership
•Highlight coaching and improvement opportunities for managers

Skills & Experience
•Strong listening skills and attention to detail
•Comfortable evaluating conversations objectively
•Organized and process-driven
•Clear written communication
•Ability to work independently and meet deadlines
•Preferred (But Not Required)
•Experience with call scoring, QA, or customer service analysis
•Experience in automotive, sales, or service-based businesses
•Familiarity with CRM, call tracking, or phone systems
Training or coaching background

What Success Looks Like
•Leadership can clearly see where call performance is improving or slipping
•Staff training is built on real calls, not hypotheticals
•Call quality scores trend upward over time
•Missed opportunities decrease
•Managers have better tools to coach confidently