Sales Quality Assurance (QA) Analyst

We’re looking for a Sales QA Analyst to review recorded outbound sales calls and ensure leads and appointments meet the required quality and qualification standards.

This is an internal, non-customer-facing role focused on call monitoring, quality checking, reporting, and identifying recurring issues.

Key Responsibilities

• Review recorded outbound sales calls against a QA checklist
• Assess lead qualification, accuracy, process adherence, and appointment quality
• Check CRM records against information discussed during calls
• Score and document QA results accurately
• Flag incorrectly qualified or poor-quality leads
• Provide clear written feedback based on QA findings
• Identify recurring quality issues and trends
• Maintain accurate QA records and reports
• Complete reviews within required timelines

Requirements

• Experience in QA, call monitoring, outbound sales, appointment setting, or call centre operations
• Strong English comprehension, particularly with UK customer conversations
• Good written English
• Excellent attention to detail and listening skills
• Strong analytical and organisational skills
• Ability to consistently follow a structured QA checklist
• Comfortable reviewing a high volume of recorded calls
• Experience with CRM systems and spreadsheets
• Able to work independently

This is not a customer-facing role, so advanced spoken English or extensive customer-facing experience is not required.

Desirable Experience

• Sales QA or call-monitoring experience
• UK accents and terminology
• Appointment-setting or lead-generation environments
• Home improvement, construction, energy efficiency, or related industries

Home Office Requirements

• Reliable laptop/desktop
• Stable high-speed internet
• Headphones/headset suitable for call recordings
• Quiet home workspace