Call Quality Auditor & Customer Feedback Specialist

Job Overview
Our client is seeking a detail-oriented Call Quality Auditor & Customer Feedback Specialist to serve as the eyes and ears of a partner accountability program that directly impacts consumer outcomes across a 200+ company network. In this role, you will systematically audit recorded calls, document performance metrics, and conduct follow-up conversations with real customers — surfacing the patterns and problem areas that leadership needs to drive meaningful quality improvements. Your work will form the backbone of a scalable QC process, and as you prove your process, your scope will grow with it.
Client Overview
Our client is a well-established consumer advocacy organization operating in the home services industry, connecting homeowners with a certified network of over 200 vetted service partners. They are dedicated to maintaining high standards of partner quality and customer satisfaction, and are now investing in a structured quality control function to ensure those standards scale. This is a growing, data-driven operation with a clear mission to protect consumers and hold service providers accountable.
Schedule: Monday - Friday, 10:00 AM - 12:00 PM and 2:00 PM - 4:00 PM Eastern Standard Time (20 work hours per week)
Responsibilities:
Review and audit recorded partner calls to assess lead quality, response times, and customer handling standards.
Catalog call data into structured spreadsheets, documenting key metrics such as hold times, ring counts, voicemail routing, and lead qualification criteria.
Conduct outbound follow-up calls to consumers to gather post-service satisfaction feedback and identify partner performance issues.
Ask probing follow-up questions during customer callbacks to uncover root causes of dissatisfaction or service drop-off.
Flag patterns of underperformance across partners to support internal quality improvement initiatives.
Maintain accurate and organized records to enable leadership-level data analysis and reporting.
Requirements:
Previous experience in quality assurance, call auditing, or call center operations.
Strong organizational skills with proficiency in spreadsheet-based data entry.
Hands-on experience with call tracking platforms such as Conversa or similar tools is a plus.
Proficiency working within Google Workspace (Docs, Sheets) for documentation and collaboration.
Background in customer satisfaction research or consumer feedback programs is preferred.
Independent Contractor Perks
Permanent work from home
Immediate hiring
Note
Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.
One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.

Work arrangement
Yes