Role- Quality Control Specialist

Schedule: Monday - Friday, 10:00am-12:00pm and 2:00pm-4:00pm, Eastern Standard Time

Client Timezone: Eastern Standard Time

Client overview

Our client is a well-established consumer advocacy organization operating in the home services industry, connecting homeowners with a certified network of over 200 vetted service partners. They are dedicated to maintaining high standards of partner quality and customer satisfaction, and are now investing in a structured quality control function to ensure those standards scale. This is a growing, data-driven operation with a clear mission to protect consumers and hold service providers accountable.

Job description

You will be the eyes and ears of a partner accountability program that directly impacts consumer outcomes across a 200+ company network. You will systematically audit recorded calls, document performance metrics, and conduct follow-up conversations with real customers — surfacing the patterns and problem areas that leadership needs to drive meaningful quality improvements. Your work will form the backbone of a scalable QC process, and as you prove your process, your scope will grow with it.

Responsibilities

• Review and audit recorded partner calls to assess lead quality, response times, and customer handling standards
• Catalog call data into structured spreadsheets, documenting key metrics such as hold times, ring counts, voicemail routing, and lead qualification criteria
• Conduct outbound follow-up calls to consumers to gather post-service satisfaction feedback and identify partner performance issues
• Ask probing follow-up questions during customer callbacks to uncover root causes of dissatisfaction or service drop-off
• Flag patterns of underperformance across partners to support internal quality improvement initiatives
• Maintain accurate and organized records to enable leadership-level data analysis and reporting

Must-have requirements

• Previous experience in quality assurance, call auditing, or call center operations
• Strong English communication skills, both verbal and written
• High level of attention to detail and active listening ability
• Ability to work independently with minimal supervision
• Strong organizational skills with proficiency in spreadsheet-based data entry

Nice-to-have requirements

• Bonus if you have hands-on experience with call tracking platforms such as Conversa or similar tools
• It helps if you are comfortable working within Google Workspace (Docs, Sheets) for documentation and collaboration
• Bonus if you have a background in customer satisfaction research or consumer feedback programs

Why join this team

• 100% remote — work from wherever you do your best work
• Part-time schedule (20 hrs/week) offering genuine work-life flexibility
• Ground-floor opportunity to help build a scalable QC process for a large and growing partner network
• Your findings directly influence partner accountability and consumer protection outcomes — meaningful, high-impact work
• Clear path to expanded scope and increased hours as your process and performance prove out
• Structured systems and tools already in place (Conversa, Google Docs) so you can focus on results, not setup

Apply now. Start helping.