Sales Quality Assurance Analyst & Coaching Supervisor - Remote

Overview

The Sales Quality Analyst and Supervisor is responsible for ensuring high-quality sales interactions in a healthcare-focused call center. This role involves monitoring and evaluating sales calls and providing performance feedback to optimize sales effectiveness, compliance, and quality customer engagement.

In Short

• Monitor and evaluate outbound sales calls for adherence to quality and compliance standards.
• Develop call quality scorecards and evaluation criteria.
• Analyze sales performance trends and provide recommendations for improvement.
• Conduct calibration sessions for consistency in scoring.
• Maintain reports on agent performance and identify training opportunities.
• Ensure compliance with healthcare regulations.
• Lead and supervise a team of QA representatives.
• Train new QA team members on protocols and standards.
• Collaborate with sales and training teams for quality improvement.
• Track team KPIs and escalate concerns to leadership.

Requirements

• Bachelor’s degree in business, healthcare administration, or related field (preferred).
• 3+ years in a healthcare outbound call center sales environment.
• 1-2 years in a quality assurance role focused on sales.
• Strong knowledge of healthcare sales and compliance regulations.
• Proficiency in call monitoring software and CRM systems.
• Excellent sales coaching and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, metric-driven environment.
• Preferred certifications: CPHS, CCQA, Train-the-Trainer.

Benefits

• Flexible work environment (office-based or remote).
• Opportunities for professional development and training.
• Collaborative team environment.
• Health and wellness benefits.
• Performance-based incentives.