Quality Assurance Specialist

QUALITY SPECIALIST (QS) GWM Commercial Auto Glass Location: Remote Hours: Monday–Friday, 9:00 AM – 5:00 PM EST Schedule: Fixed weekends off POSITION SUMMARY GWM Commercial Auto Glass is looking for a detail-oriented Quality Specialist (Sales QA) to serve as a critical partner in our sales excellence strategy. In this role, you will systematically audit sales interactions including calls and written communications to ensure full adherence to our sales protocols and compliance requirements. You will act as an objective evaluator and mentor, providing actionable feedback to sales team members, identifying performance trends, training needs and collaborating with leadership to bridge training gaps. Your goal is to foster a culture of quality, consistency, and professionalism across the entire sales department. KEY RESPONSIBILITIES • Execute comprehensive quality audits of inbound/outbound calls and sales correspondence against internal scorecards. • Lead calibration sessions with sales leadership to ensure consistent evaluation standards across the team. • Analyze QA audit data to identify recurring performance trends, knowledge gaps, and process bottlenecks. • Develop and facilitate targeted coaching sessions and training recommendations based on audit findings. • Partner with the Sales Manager to refine sales scripts, objection handling techniques, and compliance documentation. • Maintain accurate and detailed performance tracking logs, QA reports, and progress scorecards. • Professionally communicate and collaborate with GWM stakeholders REMOTE WORK EXPECTATIONS • Work designated US Eastern Time hours and adapt to Daylight Saving Time changes. • Maintain productivity in a home-based environment with minimal supervision. • Audit calls accuracy, efficiency and integrity. • Meet KPIs for calls, emails, follow ups, and CRM compliance. • Remain responsive via Slack, CRM, email, and video conferencing platforms. • Manage to audit multiple QAs while achieving minimum requirements and maintaining documentation accuracy. QUALIFICATIONS • 2+ years of experience in Quality Assurance, specifically within a sales or customer service environment. • Expert-level proficiency in auditing sales performance, call monitoring, and B2B sales quality control. • Experience in transportation, trucking, automotive, fleet, logistics, glass, or service industries is a plus • Proven ability to provide data-driven feedback and coaching to improve team member performance and adherence to standards. • Highly driven, competitive, and coachable • Self-motivated and performance-oriented • Welcomes accountability, structure, and measurable KPIs • Experience with CRM systems, dialers and outbound prospecting. • Comfortable speaking with the management team and owners. • Ability to work independently in a remote environment. • Strong note-taking, organizational abilities and ability to maintain accurate CRM documentation and follow-up records • Flexibility in schedule changes • Good time management and workflow organization CORE VALUES • Uphold high standards of integrity • Exhibit proactiveness in all tasks • Maintain strict punctuality • Cultivate an over-achiever mindset COMPENSATION & BENEFITS • Competitive base salary plus monthly performance-based bonuses • Provisions for paid vacation and personal leave • Fixed schedule with weekends off • Quarterly virtual engagement events with prize incentives • Annual team-building activities with all expenses covered • Exposure to a supportive and positive work culture EQUIPMENT REQUIREMENTS • Reliable computer or laptop. • High-speed internet connection. • Backup internet solution preferred. • Noise-cancelling headset and webcam. • Dedicated professional workspace. WHY JOIN US? At GWM Commercial Auto Glass, we prioritize collective teamwork, operational efficiency, and a robust organizational culture. You will contribute within a collaborative environment where your individual efforts directly drive our firm's growth and ensure client satisfaction. TO APPLY PLEASE SEND YOUR RESUME AND A SHORT VIDEO LINK OF YOU TALKING ABOUT YOUR RELEVANT EXPERIENCE TO APPLY, ONLY APPLICANTS WHO SUBMIT A VIDEO LINK WILL BE CONSIDERED FOR THE ROLE. READING FROM A SCRIPT WILL BE DISQUALIFIED.