Call Center Trainer and QA Manager
Location: Dallas-Fort Worth, TX (On-Site, Full-time)
Employment Status: Full-time
Salary: $50,000-$75,000 per year
Position Summary
Join Fresh Air, a growing residential HVAC business, to elevate our call center operations by training and coaching customer service representatives (CSRs), dispatchers, and call center staff. As the Call Center Trainer and QA Manager, you’ll enhance lead conversion, call quality, and customer interactions, ensuring every call is handled professionally and efficiently. Your leadership will drive our mission to deliver world-class home service solutions and support our vision of achieving a 4.9+ star rating with over 10,000 Google reviews and servicing 100,000 customers by 2030.
Why Join Us?
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Leadership Impact: Shape call center performance and customer satisfaction in a dynamic, growth-focused company.
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Career Growth: Access ongoing training and opportunities to develop your leadership and coaching skills.
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Supportive Culture: Work with a team committed to honesty, integrity, and putting customers first.
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Benefits: Uniforms and a take-home company vehicle provided.
Core Values
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Ethics: Honesty, integrity, transparency, strong work ethic.
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Growth: Continuous improvement in all aspects of life.
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Others First: Decision-making with customers and team in mind.
Key Responsibilities
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Train CSRs, dispatchers, and call center staff on scripts, customer service, and sales fundamentals to boost booking rates.
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Conduct daily call audits, providing direct feedback to improve professionalism and conversion rates.
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Coach office staff and field technicians on effective communication and customer interaction techniques.
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Lead onboarding and training for new hires in the call center and office.
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Develop, maintain, and update scripts, SOPs, and training materials to ensure consistency.
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Track and report booking rates and call quality metrics weekly to management.
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Reinforce follow-up processes to ensure no lead is missed and opportunities are maximized.
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Identify skill gaps and deliver targeted training to support team growth and performance.
Key Performance Indicators (KPIs)
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Achieve or exceed booking rate targets by lead source (e.g., PPC, Google LSA, Organic, Thumbtack, META).
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Improve customer satisfaction scores on calls.
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Demonstrate consistent improvement in call audits and sales fundamentals.
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Increase follow-up success and closed opportunities.
Minimum Qualifications
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2–4 years of experience in call center training, quality assurance, or management, preferably in home services (HVAC, air duct cleaning, or similar).
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Strong communication and coaching skills to inspire and develop teams.
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Hands-on experience with call scripts, audits, and training program development.
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Positive, energetic, and professional demeanor to set the tone for the team.
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Proficiency in call center tools (e.g., Workiz, ServiceTitan, or similar platforms).
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Commitment to fostering a culture of accountability and customer focus.
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Passion for contributing to a growing business with a strong work ethic.
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Flexibility to work overtime/weekends as needed.
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Valid driver’s license with 3+ years of registered driving history.
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Ability to pass a background check and drug test.
Physical Demands and Work Environment
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Primarily office-based with occasional field visits for training or oversight.
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Lift and maneuver equipment or materials (up to 50 lbs) as needed during field visits.
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Work in varying temperatures during occasional field oversight.
