Call Quality Associate

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Call Quality Associate for a fully remote position based in New York, USA. You will review recorded customer calls, evaluate against scorecards, and provide clear notes to help improve customer conversations.

Work-from-home setup is required with a reliable internet connection. The role requires a 40-hour weekly commitment and shifts may vary; training and onboarding will be provided on Talkdesk and Salesforce Service Cloud.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Interest in reviewing customer conversations and applying service expectations.
• Familiarity with call scorecards and customer support practices is preferred.
• Able to learn Talkdesk and Salesforce Service Cloud.
• Willing to participate in calibration discussions.
• Reliable home workspace with high-speed internet.
• Authorization to work in the United States.
• Remote work from home in New York.
• Structured onboarding and training on tools.

Responsibilities

• Open the assigned review queue and select recorded calls according to priorities.
• Listen to calls from start to finish and assess against scorecards and guidance.
• Access call recordings via Talkdesk for details on reviews.
• Compare interactions with approved service guidelines and expectations.
• Enter outcomes and references in Salesforce Service Cloud.
• Write clear notes identifying effective behaviors and improvement opportunities.
• Flag unclear recordings for guidance from the quality lead.
• Share recurring themes with teams during calibration discussions.
• Follow up on reviews and update notes as needed.
• Maintain organized review status and protect customer information.

Skills

Interest in reviews

Active listening

Written communication

Coaching receptive

Follow guidance

Remote work

US work authorization

Education

High school diploma or equivalent

Tools

Talkdesk

Salesforce Service Cloud

Job description

Monthly Pay:

$3,868 - $5,777 USD per month

Summary:

Each shift begins with the open review queue, where recorded customer calls are ready for evaluation. The Call Quality Associate listens to interactions, compares them with service expectations, and records clear findings that help the support team improve customer conversations. This entry-level role sits within the quality team and works under a quality team lead who provides guidance on scorecards, review methods, and escalation paths. The associate works closely with customer service representatives, team leads, trainers, and support operations partners to share recurring themes and clarify review results. This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Open the assigned review queue and select recorded customer calls according to established review priorities and sampling guidance.


• Listen to calls from start to finish, assessing greeting, verification steps, product or service information, tone, resolution efforts, and closing practices.


• Use a contact-center phone system such as Talkdesk to access call recordings, playback controls, and interaction details for assigned reviews.


• Compare each interaction with approved scorecards, service guidance, and conversation expectations provided by the quality team lead.


• Enter review outcomes, comments, and call references in a support platform such as Salesforce Service Cloud so results are easy for the support team to locate.


• Write specific, respectful notes that identify effective behaviors, missed steps, and practical opportunities for improvement.


• Flag unclear recordings, missing interaction details, or potential customer follow-up needs to the quality team lead for direction.


• Share recurring call themes with customer service representatives, trainers, and team leads during scheduled calibration discussions.


• Follow up on returned reviews or clarification requests, updating notes when additional context is provided by the support team.


• Maintain organized review status throughout the shift and protect customer information while handling recordings and system notes.


• Meet quality expectations through accurate scoring, timely turnaround, complete notes, and appropriate follow-up on assigned reviews.

Qualifications:

• High school diploma or equivalent.


• No experience required; related experience preferred.


• Interest in reviewing customer conversations and applying service expectations consistently across calls.


• Familiarity with call scorecards, interaction evaluation, or customer support practices is preferred.


• Ability to listen carefully, recognize key conversation details, and explain findings in clear written notes.


• Comfortable learning a contact-center phone system such as Talkdesk and a support platform such as Salesforce Service Cloud.


• Ability to receive coaching, participate in calibration discussions, and apply updated review guidance.


• Sound judgment when identifying issues that need review by a quality team lead.


• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.


• Authorization to work in the United States.


• Fully remote work from home in New York, United States.


• Structured onboarding and training on Talkdesk, Salesforce Service Cloud, review scorecards, and evaluation methods.


• Regular check-ins with the quality team lead to discuss progress, questions, and calibration feedback.


• Opportunities to build call evaluation, written feedback, coaching support, and service improvement skills.

Benefits:

• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.