VA- Quality Assurance

We’re looking for a people-centered, nurturing leader who also thrives in structure, accuracy, and detail-oriented work. This role is ideal for someone who enjoys helping others grow and takes pride in creating reliable systems, catching errors, and ensuring high-quality standards.
You’ll support our setter team through thoughtful coaching while maintaining operational excellence through strong organization, consistency, and process discipline.

Responsibilities:

Monitor and evaluate a high volume of appointments made with a focus on quality, consistency, and accuracy
Use a standardized QA scorecard to assess setter performance and identify supportive, data-backed coaching opportunities
Provide timely, encouraging, and constructive feedback that builds confidence while maintaining standards
Participate in coaching sessions with setters to help them improve skills, stay motivated, and achieve goals
Contribute to the development of training materials and programs based on QA insights and performance trends
Collaborate closely with leadership, operations, and training teams to ensure updates, corrections, and escalations are handled with care, clarity, and precision
Generate regular QA reports to support alignment, accountability, and continuous improvement
Maintain reliable communication rhythms that foster trust, clarity, and follow-through
Monitor setter lead lists via V ---------- and adjust thoughtfully based on agent capacity and performance data
Monitor calendars to avoid overbooking and protect both performance and team well-being
Coordinate team updates using WhatsApp and Slack with a professional, supportive, and detail-focused tone
Support small projects such as training refinements, process improvements, and system enhancements
Suggest and help implement workflow improvements that improve accuracy, efficiency, and scalability
Assist with additional tasks as assigned by management
Manage and monitor V ---------- systems (lists, campaigns, agent activity, reports)
Create, update, and maintain reports using Google Sheets
Use formulas to analyze data, track performance, and ensure reporting accuracy
Communicate clearly and kindly with tea ---------- mbers and leadership regarding operational needs


Qualifications:

At least 1 year of experience as a Quality Assurance Analyst (call center, appointment setting, or insurance support background is a plus)
Strong familiarity with V ---------- or similar dialer systems, with the ability to interpret reports and manage lead lists with precision
Proficient with WhatsApp and Slack
Familiarity with U.S. and international time zones (EST, CST, MST, PST, Philippines, Jamaica, Dominican Republic, U.S.)
Exceptional attention to detail and consistency — you enjoy catching errors and improving accuracy
A supportive, educator-style leadership approach that balances compassion with accountability
Strong organizational and time management skills
Proactive, solution-oriented mindset — anticipates needs and suggests systems improvements
Tech-savvy and quick to learn new tools
Strong familiarity with Google Workspace, especially Google Sheets and formulas


You’re a Great Fit If You:

Enjoy supporting and developing others while maintaining high standards
Take pride in being reliable, accurate, and detail-oriented
Value structure, clarity, and consistency in your work
Thrive in a collaborative, global, remote environment
Believe in leading through empathy, clarity, and accountability
Enjoy improving systems to make work smoother, cleaner, and more dependable



Time Commitment:
? Full-time position
? 100% Remote work setup

Work Schedule

Sunday- Thursday
9:15 am - 7:15 am Eastern

What You’ll Get

Competitive base salary
13th Month Pay
100% Remote work setup