Remote 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

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.