Quality Assurance Analyst, Fort Lauderdale, FL Call Center Sales

Company Overview

Platinum Fundraising was founded in 1999 with a mission to make a difference in the lives of children. We foster a high-energy environment filled with laughter and collaboration, where every team member can thrive and contribute to a meaningful change.

Being in business for over 25 years, we are helping schools, youth athletic organizations, and non-profits raise millions of dollars through our proven fundraising programs that empower kids and strengthen communities!

We are rapidly growing and looking for a detail-oriented QA Analyst who wants more than just a paycheck. Here you get the opportunity to work with purpose.

We are seeking a detail-oriented Quality Assurance Analyst to support the performance, accuracy, and operational integrity of our outbound fundraising sales team. This role is responsible for monitoring call quality, auditing CRM and dialer activity, analyzing sales performance data, and preparing recurring reports for leadership.

The Quality Assurance Analyst services as an internal resource for identifying trends, validating process adherence, and providing performance insights that support management decision-making and training initiatives. This position does not directly supervise or coach sales staff but works closely with leadership to help maintain consistent execution standards across the team.

• Monitor live and recorded sales calls to evaluate call quality, professionalism, script adherence, objection handling, call flow, and overall communication effectiveness.
• Audit sales activity within Vanilla Soft to ensure accurate result coding, proper documentation, and compliance with established workflow standards.
• Analyze call quality and sales performance data to identify trends, performance gaps, and opportunities for operational and training improvements.
• Prepare and distribute recurring quality and performance reports, maintaining dashboards and tracking tools that support leadership visibility and decision-making.
• Identify data integrity issues, documentation inconsistencies, and process deviations, escalating findings and recommendations to leadership.
• Partner with management to evaluate the effectiveness of sales scripts, messaging, and call strategies, providing data-driven insights to support coaching and development efforts.
• Maintain advanced knowledge of Vanilla Soft and assist in improving reporting capabilities, system utilization, and workflow efficiency.
• Provide clear, actionable written feedback to support individual and team coaching initiatives related to performance, compliance, and quality standards.
• Contribute to the development, refinement, and ongoing improvement of quality assurance standards and operational processes.

• Minimum of 2 years of experience in call center, customer service quality assurance, sales analytics, performance monitoring, or a related role.
• Strong analytical skills with exceptional attention to detail and the ability to evaluate performance trends and quality metrics.
• Solid understanding of sales conversations, objection handling techniques, and effective messaging strategies.
• Experience auditing CRM or dialer systems (Vanilla Soft experience strongly preferred).
• Proficiency in Microsoft Office Suite and data reporting or dashboard tools.
• Experience monitoring calls or evaluating sales quality using established QA methodologies.
• Ability to interpret performance data and clearly communicate findings and recommendations to leadership.
• Familiarity with AI tools, quality monitoring systems, and customer management platforms that support operational performance.
• Strong organizational skills with the ability to manage multiple priorities and reporting deadlines in a fast-paced environment.
• Experience supporting outbound or cold-calling sales teams is strongly preferred.

Base Salary: $45K–$65K, annually (based on experience)

• Medical, Vision, and Dental Insurance with company contribution
• Paid Time Off
• Paid Holidays
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Paid Training
• Employee Rewards
• Employee Discounts
• Veteran Appreciation Floating Holiday
• Annual…