QA Call Reviewer – Sales Call Quality Assurance (Moving Industry)

We're a growth agency that generates leads and books moving jobs for moving companies across the US. We manage 30+ client accounts and process ~3,000 leads per month through a team of sales reps. We need someone to be our accountability layer — making sure every rep is following the process, every lead is being worked, and nothing falls through the cracks. You'll audit our CRM daily and review calls for reps that need attention. This is a long-term, part-time role (25-35 hrs/week) with room to grow. What you'll do: Daily CRM Audit (all clients): • Check speed to lead — are reps calling new leads within minutes, not hours? • Verify 7-day follow-up compliance — every lead should receive a phone call, a text message, AND an email every day for 7 days. You check that all three are happening, not just the call. • Monitor pipeline accuracy — are leads in the correct stage? (New → Contacted → Follow-Up → Quoted → Lost) • Confirm estimates are sent on time — if a rep promised a quote, did it actually go out that day? • Flag cherrypicking — identify reps who skip leads or leave them untouched Targeted Call Reviews (rotating): • Listen to calls for underperforming reps, new hires in ramp, or accounts flagged by our Sales Manager • Score calls on an 8-point checklist (greeting, qualifying, quoting, objection handling, asking for the booking, collecting deposit, professionalism, setting next steps) • Flag bad calls and highlight great calls that can be used for training Daily Reporting: • Update a tracking spreadsheet with every issue found (rep name, client, issue type, severity) • Send a daily Slack summary to the Sales Manager — who's performing, who's slipping, who needs coaching • Compile a weekly rep-by-rep performance summary every Friday What we're looking for: • Strong English comprehension — you need to follow fast-paced phone conversations between our reps and US-based customers • Extremely detail-oriented and consistent — this role is repetitive and accuracy matters every single day • Not afraid to flag issues — you're the accountability layer, not the rep's friend • Experience in QA, call monitoring, sales operations, or BPO quality assurance is a big plus • Comfortable working in GoHighLevel (GHL) or willing to learn quickly • Comfortable with Google Sheets, Slack, and basic reporting • Reliable and self-motivated — you'll work independently with a clear SOP • Available during US business hours (at least partial overlap) You do NOT need to be a salesperson. You need to be someone who catches what others miss, follows a checklist, and holds people accountable through data. You'll receive a full SOP on Day 1 with your exact daily schedule, what to check, how to report it, and who to report to. Hours: 25-35 hrs/week Location: Remote (anywhere)