Call Center Quality Assurance Manager

**Responsibilities**:
- Regularly reviewing and evaluating interactions between intake agents and potential clients via recorded call monitoring.
- Managing a team of one to three quality assurance agents.
- Providing constructive feedback aimed at improving individual and team performance.
- Ensuring standardization and compliance with communication guidelines.
- Tracking call performance metrics and generating comprehensive reports on findings.
- Identifying areas for improvement and developing strategies to optimize them.
**Key Requirements**:
- Proven experience as a Quality Assurance Specialist or similar role.
- Excellent listening, verbal, and written communication skills
- Full proficiency in English and Spanish are required.
- Exceptional attention to detail and strong organizational skills.
- CRM software experience is a plus, (HubSpot, Salesforce, etc.)
- Strong computer proficiency and the ability to independently resolve common techni...