Quality Assurance Auditor

About TRA

At Tax Relief Advocates we are dedicated to serving our clients and community with integrity, empathy, and a client-first approach. Our vibrant, energetic culture balances hard work with a passion for making a meaningful impact nationwide. Our mission is to guide individuals through the tax resolution process with trust, education, and care, delivering solutions that transform lives.

About the Role

The Quality Assurance Auditor listens to live and recorded sales calls in Genesys, scores them against TRA’s sales quality standards, and delivers clear, actionable feedback to the Director of Sales Enablement. You will be the independent ear on the sales floor, catching compliance gaps, coaching opportunities, and patterns that help Enablement raise conversion quality without sacrificing integrity.

What You’ll Own

• Audit inbound and outbound sales calls daily in Genesys , including recordings, screen activity, and disposition data.
• Score calls against TRA’s quality rubric: compliance disclosures, fact-finding, objection handling, urgency without pressure, accuracy of tax-resolution claims, and close quality.
• Document findings with timestamps, call IDs, and specific examples so Enablement can coach with precision.
• Flag compliance, TCPA, and consumer-protection risks immediately, do not wait for a weekly report.
• Identify trends across agents, teams, and campaigns (scripts that stall, disclosures that get skipped, objections that convert or kill deals).
• Prepare concise weekly and ad-hoc QA summaries for the Director of Sales Enablement; attend calibration sessions as requested.
• Partner with Enablement on rubric updates, new-hire baseline scores, and targeted coaching themes.
• Maintain audit logs and evaluation records consistent with TRA document-retention and HR compliance standards.
• Protect client confidentiality and treat every recording as regulated consumer financial information.

What Success Looks Like

• Enablement receives feedback they can use the same day—not a dump of scores.
• Compliance misses are caught before they become client or regulatory issues.
• Scoring is consistent week to week; agents and leaders trust the rubric.
• Patterns (not one-off calls) drive training and script changes.

Requirements

• 2+ years in call quality assurance, sales QA, compliance monitoring, or contact-center auditing—ideally high-volume inbound sales.
• Hands-on experience reviewing calls in a contact-center platform (Genesys / Genesis strongly preferred; Five9, NICE, or similar acceptable).
• Comfort scoring consultative or high-ticket phone sales, not just scripted customer service.
• Strong written communication: tight notes, specific examples, no vague “needs improvement.”
• High integrity and discretion. You will hear sensitive financial and tax information.
• Ability to work onsite in Irvine on a full-time schedule aligned to sales-floor hours.
• Proficiency with Excel or Google Sheets for score tracking and trend reporting.

Preferred

• Experience in tax resolution, debt relief, financial services, or other regulated consumer sales.
• Familiarity with TCPA, FTC consumer-protection expectations, and California privacy / recording-consent rules.
• Prior partnership with a sales enablement, training, or floor-leadership team.
• Bilingual English/Spanish a plus (not required).

Reporting & Collaboration
This role partners day-to-day with Sales Enablement and provides structured feedback directly to the Director of Sales Enablement. You are not a closer and you do not manage agents. You measure quality, surface risk, and give Enablement the evidence they need to coach the floor.

Why TRA

• Purpose: every well-run call helps a real person get out from under tax debt.
• Growth: Inc. 5000 company with room to expand QA as the sales floor scales.
• Culture: high standards, clear scorecards, and a team that takes coaching seriously.
• Benefits: medical, dental, vision, and 401(k) with employer match.

Location: Onsite, Irvine, CA

Compensation: $22 - $24 per hour 

**The interview process for this position will include an interview with AI tools. **