QA Manager

San Pedro Sula, Cortes, Honduras

Full Time

Experienced

Job Title: QA Manager
Department: Customer Service / Operations / Sales
Reports To: Operations Manager / Director of Operations

Position Summary

We are seeking a highly experienced and detail-oriented QA Manager to oversee and improve the quality, consistency, and performance of both customer service and outbound sales operations.

This role combines Quality Assurance with performance optimization, focusing on monitoring interactions, enforcing standards, and improving conversion outcomes through script development, coaching, and KPI optimization.

The QA Manager will lead quality initiatives while owning script creation and refinement, ensuring all customer interactions are optimized for both customer experience and business results.

Key Responsibilities

Quality Monitoring & Evaluation

Monitor and evaluate inbound and outbound calls, emails, chats, SMS, and tickets
Score interactions using QA scorecards and internal standards
Ensure compliance with company policies, procedures, and service expectations

Outbound Sales Performance

Analyze outbound call performance (contact rate, conversion rate, close rate)
Identify performance gaps and recommend improvements
Ensure proper structure, tone, and execution of sales techniques

Script Creation & Optimization

Develop, write, and maintain call scripts
Refine scripts based on QA findings and performance data
Improve engagement, objection handling, and conversion rates

Coaching & Training

Provide actionable feedback to agents
Support onboarding and ongoing training initiatives
Coach agents on communication, script execution, and performance improvement

Performance Analytics & Reporting

Track QA scores and key performance metrics
Identify trends and areas for improvement
Prepare weekly and monthly performance reports

KPI Management & Optimization

Monitor and optimize KPIs such as CSAT, QA scores, AHT, FCR, and conversion rates
Use analytics tools to drive performance improvements

Process Improvement & Collaboration

Improve workflows and service quality across teams
Recommend operational efficiencies
Ensure process standardization and consistency

Requirements / Qualifications

5+ years of call center experience
2+ years of management or leadership experience
Experience in outbound sales performance optimization
Strong experience in script writing and development
Bilingual: English and Spanish
Strong analytical, coaching, and problem-solving skills

Preferred Skills

Experience with CRM platforms (e.g., Salesforce, GoHighLevel)
Strong leadership and communication skills
Excellent organizational and adaptability skills

Impact of the Role

Improved call quality and compliance
Increased conversion rates
Stronger and more effective scripts
Enhanced operational efficiency
Greater visibility into team performance

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.

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This is an On-Site position. Are you able to work in our office at Edificio Nuevos Horizontes, SPS?**

Please rate your English level:*

Do you have at least 5 years of experience in call quality assurance, call center supervision, legal intake, or a similar field?*

Describe your experience monitoring and evaluating call quality. What types of calls or departments have you evaluated in the past?*

What steps do you take to ensure your call evaluations are fair, consistent, and aligned with established QA standards?*

Are you experienced in evaluating calls using standardized QA scorecards?*

How comfortable are you with completing 15–25 call evaluations per day as part of your daily responsibilities?*

Explain a time when you identified a performance issue on a team. How did you address it and what was the outcome?*

How many years of experience do you have leading teams in a call center or similar environment? Please provide details.*

What is your monthly salary expectation? (In Lempiras)* **

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