Quality Analyst with Salesforce & fullstack knowledge

This is a full-time in-office position. Please do not apply if you are unable to commute to downtown Miami on a daily basis.

Company Overview:
We are a fast-growing debt restructuring firm dedicated to helping small business owners find relief and financial stability. Our team works closely with clients and lenders to negotiate settlements, reduce financial stress, and achieve favorable outcomes. We are committed to providing high-quality, ethical, and compassionate service—every call, every time.

Position Summary:
We’re seeking a Quality Assurance Specialist to ensure our client interactions meet the highest standards of professionalism, compliance, and customer care. This role will focus on listening to recorded calls, using Onscript to monitor and score them, and collaborating with management to continually improve performance and compliance standards.

Key Responsibilities:

• Listen to and evaluate recorded calls for quality, accuracy, compliance, and professionalism.
• Use Onscript to monitor calls, track performance, and document findings.
• Assist in developing and refining a QA scorecard to align with company standards and compliance requirements.
• Pull and organize call recordings for managers and team leads as needed.
• Provide constructive feedback and actionable insights to improve agent performance.
• Maintain detailed and accurate QA reports for review by management.
• Collaborate with managers to identify training needs and process improvements.

Qualifications:

• Previous quality assurance, call monitoring, or call center experience preferred.
• Familiarity with Onscript or similar call monitoring software is a plus.
• Strong attention to detail and ability to provide objective, constructive feedback.
• Excellent listening, analytical, and communication skills.
• Ability to work independently and manage time effectively.
• High level of integrity and commitment to confidentiality.

What We Offer:

• Supportive team environment with ongoing training.
• The opportunity to make a meaningful impact in the lives of our clients.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Ability to Commute:

• Miami, FL 33130 (Required)

Ability to Relocate:

• Miami, FL 33130: Relocate before starting work (Required)

Work Location: In person