What are the responsibilities and job description for the Call Center QA Manager position at Global Electronic Services?
Set the Standard for Quality. Drive Excellence on Every Call.
Global Electronic Services Inc has been an industry leader for over 20 years, trusted by manufacturers nationwide for excellence in industrial equipment, equipment maintenance, and comprehensive repair solutions. As we continue to grow, we're looking to elevate the performance of our high-energy inside sales team by hiring an experienced Call Center Quality Assurance (QA) Manager.
In this critical leadership role, you'll develop, implement, and manage quality control processes for all outbound sales calls. You'll monitor interactions, coach for improvement, and ensure every customer experience aligns with our service and sales standards.
No Industry Experience Needed.
What You’ll Do:
• Execute a call quality assurance program for our outbound inside sales team.
• Monitor and Plug in to evaluate daily calls for accuracy, professionalism, compliance, and performance benchmarks.
• Develop and maintain QA scorecards, reporting systems, and feedback loops.
• Deliver targeted coaching and feedback to reps and floor managers to improve outcomes.
• Partner with Sales Leadership to define KPIs and identify areas for ongoing training.
• Identify trends in customer responses and agent performance to improve scripting and process flows.
• Conduct regular calibration sessions to ensure consistency in scoring and expectations across QA and management.
• Review QA reporting dashboards for leadership visibility into call quality and sales alignment.
What You’ll Bring:
• 5 years of experience in a call center quality assurance leadership role (outbound sales experience highly preferred).
• Deep understanding of call center performance metrics, coaching strategies, and compliance practices.
• Exceptional listening, analysis, and reporting skills.
• Strong experience using QA tools, CRM systems, and call monitoring software.
• Ability to collaborate cross-functionally with sales, training, and operations leadership.
• High attention to detail and a proactive, process-improvement mindset.
• Experience in B2B or industrial service environments is a plus.
Why Join GES:
• Competitive compensation with bonus potential
• Full benefits: Medical, Dental, Vision, Life Insurance
• 401(k) with company match
• Paid Time Off and company-recognized holidays
• Collaborative, supportive workplace with opportunities for advancement
• Use a QA program and make a direct impact on sales performance
Company Expectations:
• Maintain a professional appearance and follow the company dress code (GES shirt, slacks/pants, closed-toe shoes)
• Uphold confidentiality in handling customer and company data
• Be punctual and consistent in attendance to support floor operations
• Lead by example with a strong commitment to quality, professionalism, and results
Help Us Set the Standard for Every Call.
If you're passionate about quality, driven by metrics, and ready to lead a high-performance call center team to the next level — apply now and join Global Electronic Services.