Job description
Job Overview Level Up Talent Solutions is looking for a Lean-Pro Quality Assurance Analyst to support a health and wellness client by reviewing recorded sales consultation calls and evaluating them against established quality, compliance, and process standards. This role is ideal for someone analytical, detail-oriented, objective, and comfortable reviewing customer interactions.
The main focus is to complete call evaluations, document findings, identify trends, and prepare clear reports that help leadership improve coaching, training, and overall consultation quality.
Responsibilities
Review recorded sales consultation calls and evaluate them using established QA scorecards or review guidelines Complete approximately 8–12 call reviews per day, depending on assigned volume Check adherence to required consultation flow, process standards, and communication guidelines Monitor calls for professionalism, documentation accuracy, ethical sales practices, and compliance-sensitive areas Document strengths, missed steps, inconsistencies, compliance concerns, and improvement opportunities Track quality trends related to discovery, rapport-building, recommendation quality, objection handling, closing process, and overall call consistency Prepare weekly and monthly reports summarizing QA scores, recurring patterns, compliance findings, and improvement opportunities Maintain organized QA records, call evaluations, reports, dashboards, and performance documentation Escalate major compliance concerns, repeated issues, or urgent quality findings to leadership when needed Handle sensitive health-related, customer, and performance information with confidentiality and professionalism Requirements At least 3 years of experience in Quality Assurance, Call Quality Review, Sales Operations, Compliance, Customer Experience, Call Center Quality, or a similar role Experience evaluating recorded customer interactions, sales calls, consultation calls, or service calls HIPAA training, HIPAA compliance experience, or strong understanding of handling health-related information securely and confidentially Experience using scorecards, QA forms, checklists, or quality evaluation tools Strong attention to detail and ability to identify missed steps, inconsistencies, and process deviations Strong analytical skills with the ability to recognize patterns and summarize findings clearly Proficient in Google Sheets or Microsoft Excel for tracking, reporting, and organizing QA data Familiarity with CRM systems such as Go.
High. Level or similar platforms Comfortable reviewing Zoom recordings and using Google Workspace Strong written English skills for preparing clear, concise, and useful reports Reliable, organized, objective, and able to work independently with minimal supervision Nice to Have Experience reviewing high-ticket or consultative sales calls Background in healthcare, wellness, functional medicine, coaching, or education-related services Experience creating QA dashboards, scorecards, KPI reports, or performance tracking sheets