Call Center Quality Assurance/ Trainer presso Bath & Cabinet Experts

Description

The Call Center QA/Trainer is a dual-role position focused on quality assurance and agent development. This individual will play a key role in evaluating call performance, coaching agents, identifying trends, and improving our overall call center operations. They will also be responsible for onboarding and training new hires, supporting continuous improvement, and eventually managing QA AI tools like Balto.

*Candidates must be available to work 9:00am - 5:00pm Sunday- Thursday, Eastern Standard Time*

Job Duties & Responsibilities:

Quality Assurance & Coaching:

• Pull and review call recordings; spend ~30 minutes per week with each agent to review and coach as needed
• Maintain and update QA scorecards to track agent performance and progress
• Join live calls daily via Level365 to coach agents in real time
• Audit CTC, WTR, and CNH data and address any issues directly with the agent
• Handle missed opportunity emails; record the incident, attempt to save it, and coach the agent involved

Training & Development:

• Identify team-wide trends and patterns; work with other call center leaders to address areas for improvement
• Create and maintain training materials that support onboarding, performance improvement, and scripting
• Own new agent training and onboarding process
• Manage and support future implementation of tools such as Balto or other QA AI platforms

Requirements:

• Previous experience in a call center QA, training, or supervisory role
• Strong coaching and communication skills
• High attention to detail and performance metrics
• Comfortable giving direct feedback and leading performance improvement
• Self-motivated and able to work independently in a remote environment
• Other responsibilities as assigned

Benefits:

• Competitive pay + generous performance-based bonus opportunities
• Health, dental, vision, and life insurance options
• 401(k) with 4% company match
• Paid holidays, time off, and your birthday off
• Ongoing training and professional development opportunities
• Career advancement in a growing company
• Supportive, team-oriented environment

Bath & Cabinet Experts is a fast-growing home improvement company transforming residential bathrooms and kitchens with premium products, expert craftsmanship, and unmatched customer service. As the exclusive Jacuzzi Bath Remodel dealer for Indiana, Ohio, and Kentucky - and the team behind Cabinet Experts, our dedicated kitchen cabinet refacing division - we bring trusted national brands together with local expertise to deliver exceptional results.

Why Bath Experts?

• Multi-year Top Workplace award winner
• Over 2,100 five-star reviews with a 4.9-star average rating
• More than $200,000 donated to local children's hospitals and youth charities
• Built on a culture of integrity, innovation, and people-first values
• Committed to creating real growth opportunities for our team