Abacus is currently seeking a Quality Assurance (QA) Consultant will also serve as a Trainer for our contact center team. This dual-role professional will be responsible for driving performance excellence through quality monitoring, coaching, and skill-based training. 

Schedule: 

Monday-Friday 8am-5pm

What's In It For Me?

• Market Value Compensation 
• PTO Plan
• Holidays off 
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

What Will I Do?

• • Develop and implement quality assurance standards and evaluation tools for inbound and outbound calls. 
  • Monitor and assess agent interactions to ensure compliance with company policies, procedures, and customer experience expectations. 
  • Provide actionable feedback and coaching to improve service quality, accuracy, and agent confidence. 
  • Design and deliver engaging training sessions for new hires and ongoing staff development, including systems, soft skills, and product/service knowledge. 
  • Identify trends in performance and customer feedback to recommend process or training enhancements. 
  • Partner with leadership to align QA goals with overall contact center performance objectives.      
  • Escalate issues to management when necessary, following protocol. 
  • Any additional tasks are deemed necessary. 

Do I Have What It Takes?

• Proven experience in contact center quality assurance and training (3+ years preferred). 

• Strong understanding of QA tools, call monitoring systems, and performance metrics. 

• Excellent communication, facilitation, and coaching skills. 

• Ability to analyze data and translate findings into actionable insights. 

• Experience in home services or a similar industry is a plus. 

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.