Call Quality Assurance Specialist


  Position Overview

        At CIENCE Call Quality Assurance Specialist is responsible for evaluating our Callers’ performance throughout the calling channel, outlining mistakes, and backing up their suggestions with coaching opportunities. Like a Team Lead, QA Specialist will help our employees be more efficient at work, evaluate their results, and guide them when needed. Our potential candidate should have experience in successful objection handling and can objectively evaluate the team's performance across the board according to the company's standards.

       Daily To-Dos:

  • Conduct around 7 QAs (evaluate the performance of 7 Callers)
  • Assess the way Callers handle responses/objections from prospects during call conversations.
  • Populate Scorecards and strictly follow the scorecard legend.
  • Outline opportunities for follow-ups, identify hot leads. 
  • Share valuable tips on conversation handling and any other additional materials that can help improve Caller’s skills. 
  • Supervise accurate records of Leads/Responses/Stats in the Mastersheet.
  • Work with internal communication tools & systems (Planhat, Slack, Zoom).
  • Closely work with a Caller as well as their Team Lead and share feedback on an ongoing basis.


  • 2 years of experience in B2B Sales.
  • Excellent verbal and written communication skills.
  • CRM/Cloud Communication tools knowledge basics (Salesloft, Hubspot, Dialpad, Orum).
  • Broad experience in being a successful conversation starter, objection handling skills.
  • Analytical thinking & deadline-oriented mindset.
  • Ability to embrace large volumes of information.
  • Excellent time-management skills, ability to prioritize tasks.
  • Ability to clearly outline the main issues and ways to resolve them.
  • Solid organizational skills, multi-tasking abilities.
  • Being an independent-minded person, excluding subjective measurement.
  • Stress management and problem-solving.
  • Ability to provide value, training predisposition (for example, share best Call practices, such as objection handling approaches, on-point training materials, etc.).

What we offer:

  • An opportunity to work as a part of an innovative and forward-thinking team.
  • A challenging environment filled with support and growth.
  • Strong career growth opportunities in a company that just landed at #793 on Inc. 5,000 2020 list.
  • A friendly and supportive team environment.





Apply now


We are a global company and support over 10
languages internationally
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