Position Overview We are seeking a detail-oriented, analytical, and bilingual Telemarketing Operations & Quality Admin to support the quality, accuracy, compliance, and overall performance of our telemarketing operations. This position works closely with Telemarketing Agents, Team Leaders, Marketing Operations, Sales Leadership, and Compliance to ensure customer interactions are handled professionally, leads are properly documented, and operational processes are being followed consistently. This is an ideal opportunity for someone who enjoys reviewing calls, working with data, identifying trends, maintaining accurate CRM records, and helping teams improve their performance. The role combines Quality Assurance, Salesforce/CRM auditing, performance monitoring, compliance support, reporting, and operational process improvement. What You'll DoCall Quality Assurance & Monitoring You will regularly review inbound and outbound telemarketing activity to evaluate call quality and identify opportunities for improvement.

Responsibilities include:

Audit inbound and outbound telemarketing calls Review appointment-setting, follow-up, and non-converted customer interactions Evaluate adherence to approved scripts, processes, and compliance requirements Assess professionalism, communication, customer engagement, and objection handling Verify accurate call dispositions and outcomes Identify recurring quality issues and performance trends Maintain organized QA audit records and scoring documentation Provide objective findings and actionable feedback to leadership Salesforce & CRM Data Quality You will help ensure that information entered into Salesforce accurately reflects what occurred during customer interactions.

Responsibilities include:

Audit Salesforce records against recorded calls and customer interactions Verify call outcomes, appointment statuses, contact attempts, follow-up activities, agent notes, and lead progression Monitor proper disposition usage Identify and correct approved data discrepancies Escalate recurring documentation or workflow issues Help maintain reliable data for operational reporting and decision-making Performance & Operational Monitoring You will monitor key telemarketing performance indicators and help leadership understand what is happening behind the numbers.

Metrics may include:

Calls completed Contact rates Appointment conversion rates Answered Success Rate (ASR) Appointment show rates Follow-up completion Lead disposition accuracy Quality Assurance scores You will also: Monitor operational dashboards and reports Identify trends affecting appointment production and lead performance Compare productivity metrics with quality outcomes Flag potential performance opportunities or operational risks Assist with daily, weekly, and monthly performance reporting Compliance & Escalation Support You will help identify and document potential quality, process, and compliance concerns, including: Script violations Improper call handling Incorrect or incomplete CRM documentation Missing customer records Disposition misuse Repeated process violations Potential compliance concerns Responsibilities include maintaining escalation records, preparing quality alerts, communicating findings to leadership, and tracking issues through resolution. Coaching & Continuous Improvement This position does not simply identify mistakes—it helps uncover why they are happening and how processes can improve.

You will:

Identify coaching opportunities through call audits and performance data Conduct root-cause analysis on recurring issues Support development of training and QA materials Recommend workflow and process improvements Help leadership identify opportunities to improve appointment conversion and customer experience Support implementation of quality improvement initiatives Training and coaching topics may include appointment setting, objection handling, customer engagement, CRM documentation, scripts, and compliance best practices. Reporting & Documentation You will help maintain organized and accurate operational records, including: Daily Quality Reports Weekly QA Scorecards Compliance Tracking Reports Alert & Escalation Logs CRM Audit Reports Agent Trend Analysis Operational Performance Summaries You will also maintain historical QA documentation and support management review and alignment meetings. What We're Looking ForRequired High School Diploma or equivalent Bilingual in English and Spanish Strong attention to detail Comfortable reviewing calls and evaluating performance objectively Strong written and verbal communication skills Ability to organize and manage multiple responsibilities Comfortable working with reports, spreadsheets, and performance data Ability to communicate findings professionally and work collaboratively with agents and leadership Preferred Experience Experience in one or more of the following areas is preferred: Telemarketing or call center operations Quality Assurance Sales Operations CRM administration Performance reporting Compliance monitoring Customer service or appointment setting Preferred Technical Skills Experience with the following is a plus: Salesforce CRM Revenue.io or similar call monitoring platforms Google Sheets Microsoft Excel Reporting dashboards Google Workspace Skills That Will Help You Succeed The ideal candidate is: Detail-oriented and organized Analytical and comfortable working with data Consistent and objective when evaluating performance Comfortable identifying and communicating issues Professional when providing feedback Able to recognize patterns and recurring problems Proactive about finding solutions Comfortable working independently while collaborating with multiple teams Interested in improving processes, quality, and customer experience Why This Role Matters Every lead represents a potential customer and a significant investment by the company. The Telemarketing Operations & Quality Admin helps ensure those opportunities are handled correctly from the first interaction through appointment scheduling and follow-up. Your work will directly support the accuracy of our reporting, the quality of our customer interactions, the effectiveness of our telemarketing teams, and our ability to continuously improve our operations. If you are bilingual, detail-oriented, comfortable with technology and data, and enjoy identifying ways to make teams and processes better, we encourage you to apply.

Job Type:

Full-time Pay:

From $16.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Health insurance Paid time off Paid training Vision insurance

Experience:

Call center: 1 year (Required)

Language:

Spanish & English (Required)

Work Location:

In person