Quality Assurance Specialist

Quality Assurance Specialist

Location:
On-site at iQor HQ in Nashville, TN

As a Quality Assurance Specialist, you will play a central role in elevating the quality of sales interactions and ensuring consistency, accuracy, and compliance across all customer-facing channels. You’ll leverage your attention to detail and analytical strengths to assess calls and written communications, provide constructive coaching, and partner with cross-functional teams to drive continuous improvement and minimize business risk.

• Conduct real-time and routine quality audits for calls, emails, chats, and meetings.
• Evaluate sales representatives’ performance against quality standards, scripts, and compliance requirements.

• Assess interactions using established rubrics, benchmarks, and best practices.
• Deliver clear feedback to sales professionals, highlighting strengths and growth opportunities.
• Lead one-on-one coaching sessions and refresher training as needed.
• Generate reports on QA findings, trends, and recurring issues.
• Analyze data to uncover patterns, root causes, and actionable insights.
• Partner with sales managers to implement and track process improvements.

• Build and maintain QA criteria, checklists, and documentation.
• Keep detailed records of audits, evaluations, feedback, and training activities.
• Ensure all QA documentation remains accurate and accessible.
• Use QA software and reporting tools to monitor and elevate sales quality.
• Stay current on emerging QA technologies and recommend enhancements.
• Work closely with training teams to address skill gaps through targeted programs.
• Support new hire onboarding and transition from training to production.
• Assist with escalations by preparing root cause analyses and providing data-driven insights.

• Maintain up-to-date knowledge of company policies, product updates, procedures, and regulatory requirements.

• BA/BS degree or equivalent experience.
• 2+ years coaching, developing, or supporting sales professionals.
• Experience building and executing QA processes and assessment frameworks.
• Background in technology, SaaS, IT services, or software environments preferred.
• Strong technical aptitude and the ability to understand product workflows.
• Excellent communication, coaching, and presentation skills.
• Analytical mindset with the ability to translate data into insights and actions.
• Proficient with QA tools, reporting platforms, CRM systems, Gong (or similar), Microsoft Office, and GSuite.
• Organized, adaptable, and able to manage changing business priorities.
• High emotional intelligence, collaborative spirit, and a proactive approach.
• Fluent in English; additional languages are an advantage.

• Persistent, creative, and solution-oriented
• Passionate about sales excellence and customer experience
• Results-driven with a focus on outcomes
• Motivational and patient, with strong emotional intelligence
• Energetic, engaging, and analytical
• Proactive, collaborative, and committed to continuous improvement

• Thrive in a supportive, growth-oriented work environment with ongoing training and development.
• Competitive compensation package with performance-based incentives.
• Flexible work environment.
• Location: On-site at iQor HQ in Nashville, TN.
• Unlimited PTO plan, nine paid company holidays, and comprehensive medical, dental, and vision benefits.
• 401(k) program to support your long-term financial goals.
• Exceptional learning and career growth opportunities in a dynamic industry.
• Bring your well-behaved pet to the office and enjoy a collaborative, welcoming atmosphere.

iQor drives growth for businesses by offering comprehensive sales and marketing solutions tailored to revenue generation. Headquartered in Nashville, TN, we’ve been recognized repeatedly as a top workplace known for innovation, culture, and employee development.

iQor values diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.