Jan 14, 2020

Quality Control Agents (Customer Service / Outbound Calls) Denver, CO

  • Sales Partnerships Inc
  • Denver, CO
Full-Time Customer Service Marketing Other Program Management QA-Quality Control Sales

Job Description

About Sales Partnerships, Inc.

Sales Partnerships provides turnkey sales teams for Fortune 500 companies throughout the United States and internationally. Operating in more than 400 markets throughout the US, our focus on hiring the best talent, supporting them with the best systems and personnel, and leveraging bleeding edge technology has allowed SPI to become the most recognized company in our industry. That relentless focus has resulted in SPI becoming the choice for many Fortune 500 companies for B2B customer engagement and acquisition in the field. That same spirit of innovation and focus on getting better continues to drive our success.


We are tasked with representing large companies in the field as their field sales forces. We recruit the staff, train the teams, deploy the systems to support the sales force, then become the clients’ field representatives engaging with customers under their brand. We’re trusted to perform that mission to deliver superior ROI with a constant eye to protection of their brand. Over the past 20 years, since our founding in 1997, SPI has never been out-performed by a competitor in that mission… ever.


That success isn’t possible without the best people helping us grow and improve over the years. We are the most highly selective company in our industry – if you have what it takes to be one of the best, please apply.


EEO Statement:

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The job information below has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.


Job Summary: 3 positions available


The QC agent is part of a team that is responsible for monitoring the quality of work performed by field agents assigned to SPI's "Merchant Visits" program on behalf of one of its largest clients. Quality control is needed to ensure we comply with standards for customer visits as well as to protect client and company branding. QC reps will call out to our client's customers and conduct a scripted "Follow-Up" survey in reference to a previous visit our Field Agents have conducted to the customer. Most of the work day is spent making calls to customers to attempt to complete surveys as well as reviewing and noting quality issues in records of visits submitted by field agents in the customer visit tracking software. This includes reviewing field agent notes regarding their visits, any objections the agent may have had to overcome, and photo submissions submitted by the field reps to confirm the visit was completed to company standards. The results of quality control activities will be reported to the management team to be used to improve the quality of visits to customers and maintain quality of documentation and reporting and activities by field agents. Quality control agents are expected to maintain a high degree of integrity and focus while performing the work and play an important role in our management process.


Essential Duties: 

  • Makes at least 70 outbound calls each day to complete surveys with selected customers; completing up to 25 surveys a day
  • Logs information and findings into the internal CRM
  • Evaluates 70-100 records daily and noting any issues with clear, concise written documentation
  • Works in a team environment and is involved in team meetings and "Brainstorming" sessions
  • Handling each call with care and attention to detail
  • Understanding how to identify and report various issues and when to escalate issues for priority handling
  • Responding to occasional customer complaints and referring these to management team(s)


Knowledge, Skills and Abilities: 

  • Strong verbal and written communication skills
  • Ability to perform repetitive tasks on a daily basis while maintaining focus and attention to detail
  • Proficiency in Excel or Google Sheets 
  • Experience entering data into data trackers such as CRM, Salesforce
  • Strong work ethic and a high-level of personal and professional integrity
  • Strong attention to detail and ability to correlate information and recognize patterns


Education and Experience: 

  • Minimum of 1 year experience in a similar position or field









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