Platinum Fundraising · 1 day ago
Quality Assurance Analyst, Fort Lauderdale, FL Call Center Sales
Fort Lauderdale, FL
Full-time
Onsite
Entry, Mid Level
$45K/yr - $65K/yr
2+ years expPlatinum Fundraising is a company dedicated to making a positive impact on children's lives through fundraising initiatives. They are seeking a detail-oriented Quality Assurance Analyst to support their outbound fundraising sales team by monitoring call quality, auditing CRM activity, and analyzing sales performance data to improve operational integrity and training initiatives.
AdvertisingBrand MarketingMarketing
Responsibilities
Monitor live and recorded sales calls to evaluate call quality, professionalism, script adherence, objection handling, call flow, and overall communication effectiveness
Audit sales activity within VanillaSoft to ensure accurate result coding, proper documentation, and compliance with established workflow standards
Analyze call quality and sales performance data to identify trends, performance gaps, and opportunities for operational and training improvements
Prepare and distribute recurring quality and performance reports, maintaining dashboards and tracking tools that support leadership visibility and decision-making
Identify data integrity issues, documentation inconsistencies, and process deviations, escalating findings and recommendations to leadership
Partner with management to evaluate the effectiveness of sales scripts, messaging, and call strategies, providing data-driven insights to support coaching and development efforts
Maintain advanced knowledge of VanillaSoft and assist in improving reporting capabilities, system utilization, and workflow efficiency
Provide clear, actionable written feedback to support individual and team coaching initiatives related to performance, compliance, and quality standards
Contribute to the development, refinement, and ongoing improvement of quality assurance standards and operational processes
Qualification
Required
Minimum of 2 years of experience in call center, customer service quality assurance, sales analytics, performance monitoring, or a related role
Strong analytical skills with exceptional attention to detail and the ability to evaluate performance trends and quality metrics
Solid understanding of sales conversations, objection handling techniques, and effective messaging strategies
Experience auditing CRM or dialer systems (VanillaSoft experience strongly preferred)
Proficiency in Microsoft Office Suite and data reporting or dashboard tools
Experience monitoring calls or evaluating sales quality using established QA methodologies
Ability to interpret performance data and clearly communicate findings and recommendations to leadership
Familiarity with AI tools, quality monitoring systems, and customer management platforms that support operational performance
Strong organizational skills with the ability to manage multiple priorities and reporting deadlines in a fast-paced environment
Preferred
Experience supporting outbound or cold-calling sales teams is strongly preferred
Benefits
Medical, Vision, and Dental Insurance with company contribution
Paid Time Off
Paid Holidays
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Paid Training
Employee Rewards
Employee Discounts
Veteran Appreciation Floating Holiday
Annual salary review
Company
Platinum Fundraising
Platinum Fundraising is a marketing firm that creates relationships between the franchisees.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase