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Remote Quality Call Monitoring Jobs in California

NakedMD

Concierge Manager

Newport Beach, CA · On-site +1

$30 - $35/hr

Monitor and own key performance indicators (KPIs) such as call volume, average handle time, first ... Experience overseeing offshore or remote teams * Work experience in a medical spa, luxury wellness ...

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Remote Quality Call Monitoring jobs near you

Sales Training & Workforce Manager

Sun Coast Sciences

CA • On-site, Remote

$67K - $89K/yr

Full-time

Medical, Retirement, PTO

Posted 6 days ago

Job description

You run the floor without being on it...
You are the person who turns a new hire into a productive agent in two weeks flat. You know where every rep is in their queue at 10am. You call a power hour before anyone else notices the pace has dropped. And your productivity is higher than most because you do all of it from your home office, with your coffee, not stressed about being in traffic.
We are Sun Coast Sciences, a fast-growing health and wellness brand, and we are scaling our outbound sales team from 35 to 100 people in the next 100 days. We need the person who makes that happen from the inside.
What this role actually is:
You will own the onboarding, training, and daily productivity of our Recovery and Restock operation: Decline Recovery agents, Abandoned Cart agents, Appointment Setters, and Restock agents. You will also oversee our QA team lead and our Sales Coordinators who keep our Protocol Review appointments running at an 80 percent show rate.
You manage the leads, the queues, the people, and the pace. You are not a babysitter. You are the engine.
On any given day, you will:
  • Get agents certified and revenue-ready, not just trained
  • Allocate leads across channels in real time based on volume, priority, and headcount
  • Run power hours, redirect agents, and keep idle time at zero
  • Review QA trends and turn them into coaching conversations and script updates
  • Document performance issues, build the record, and bring recommendations to leadership that stand on their own
  • Make sure every agent on your team knows FCC and TCPA compliance standards before they place their first call

You are built for this if:
You do not need to be told what to do. You walk in on day one, learn the systems, and start solving problems. You follow the process because you understand why it exists, not because someone is watching. You give direct feedback without making it personal. You know how to motivate people who work in isolation. You win and you help your team win.
You probably have a strong opinion about how onboarding should work. You probably have a mental checklist running at all times. You probably get frustrated when leads sit idle. If any of that sounds like you, keep reading.
What you bring:
  • 4 or more years in outbound call center operations, including at least 2 years managing others remotely
  • Real experience training remote agents in a scripted or semi-scripted environment, not just supervising people who were already trained
  • Hands-on workforce management: you have managed live queues, redistributed leads mid-shift, and kept utilization high
  • Salesforce and Google Workspace proficiency, enough to pull your own reports and spot problems before they become trends
  • Working knowledge of TCPA and FCC outbound compliance, the kind that means you can brief your team on it, not just acknowledge it exists
  • VoIP experience (Vonage or equivalent), including call monitoring and coaching
  • Clean, documented decision-making. Your paper trail holds up.

What we offer:
  • 100 percent remote, full-time W-2 position with no commute, no office politics, and no micromanagement
  • $57,000 to $72,000 base salary depending on experience
  • Performance bonus tied to your team's results: show rate, contact rate, revenue per conversion, QA scores (total comp target $67,000 to $89,000)
  • Unlimited PTO
  • Health and 401K benefits
  • A leadership team that communicates directly, rewards people who produce, and gets out of your way when you are executing
  • A real growth path as the team scales. We are building something, and this role grows with it.

Who we are:
At Sun Coast Sciences, we are obsessed with what people respond to. We measure everything, improve constantly, and we are Kaizen to our core. Everyone here produces, including managers. Nobody is above the work. We follow through on what we say; we give a damn about our output, and we win together.
If you need to be reminded to care about your numbers, this is not the right place. If you already do, it is exactly the right place.
The remote setup we require:
  • A dedicated, private, quiet workspace
  • Here are three options, pick the tone that fits:
  • A high-speed primary internet connection and a hardwired or dedicated secondary backup that can support multiple data-heavy platforms simultaneously. If your backup plan is a mobile hotspot or public WiFi, this role is not the right fit.
  • Your own computer capable of running Salesforce, Vonage, and Google Workspace
  • A quality headset for call monitoring and coaching is required
  • We operate on Central Time and this is a full-time role. Availability during core business hours on Central Time, with peak days typically Thursday through Saturday, is required.

Department Sales Locations Ohio, Texas, Virtual, Jacksonville/ Tampa, Las Vegas, Tempe / Phoenix, San Antonio, TX Remote status Fully Remote

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