Call Center Quality Control Manager
- Philippines
- Permanent
- Full-time
We are seeking a highly organized, numbers-driven, and accountable Dialer Quality Control & Performance Manager to oversee daily dialer activity, call performance, and KPI compliance for our Follow Up Specialist team. This role is responsible for monitoring talk time, dial volume, call quality, pacing throughout the day, and ensuring tea mbers are meeting company standards.This person will play a critical role in maintaining productivity, enforcing accountability, identifying underperformance early, and helping improve call execution through live monitoring, reporting, and coaching support.The ideal candidate is disciplined, detail-oriented, assertive, and experienced in managing outbound call teams, dialer systems, and performance scoreboards in a high-volume sales environment.Key Responsibilities
Monitor daily performance of Follow Up Specialists and outbound callers
Track and report KPI performance including:
daily dial count
talk time
pass-offs
call connection quality
pacing throughout the day
Manage real-time checkpoint reporting during shift hours
Flag underperformers early and notify management before end of day
Ensure reps are on pace with company standards throughout the shift
Review dialer activity and identify gaps in productivity, urgency, and consistency
Monitor adherence to schedule, phone time, and work discipline
Pull and review call recordings for coaching and quality control purposes
Identify whether performance issues are caused by:
lack of activity
poor phone skill
low urgency
poor call handling
dialer inefficiencies
Prepare daily, weekly, and monthly performance reports
Maintain live scoreboards and performance dashboards
Work directly with leadership to enforce accountability standards
Assist with warning documentation, performance tracking, and improvement plans
Provide coaching feedback on call quality, script adherence, opener strength, objection handling, and call control
Help optimize workflows related to dialing, follow-up, and same-day lead handling
Ensure the team is following internal SOPs and production expectations
Core KPIs This Role Will Oversee
300 dials per rep per day minimum
3 hours talk time per rep per day minimum
Hourly checkpoint pacing
EOD performance reporting
Pass-off tracking
Underperformance escalation and documentation
Rep consistency across multiple days and weeks
Qualifications
Experience managing or monitoring outbound call center, sales, or appointment-setting teams
Experience with dialer systems and outbound call workflows
Strong understanding of productivity KPIs such as talk time, dial count, connect rate, and conversion pacing
Ability to read performance data quickly and take action in real time
Strong reporting, spreadsheet, and scorecard management skills
Comfortable giving direct feedback and holding people accountable
Strong communication and organizational skills
High attention to detail
Able to identify patterns in individual and team performance
Experience listening to recorded calls and giving constructive feedback
Strong sense of urgency and follow-through
Preferred Qualifications
Experience in real estate acquisitions, follow-up, inside sales, or lead generation environments
Experience using CRM and sales tracking platforms
Experience building KPI dashboards and accountability systems
Experience with performance improvement plans and call coaching
Bilingual is a plus, but not required
Ideal Traits
Assertive but professional
Highly disciplined
Data-driven
Process-oriented
Strong follow-up habits
Calm under pressure
Excellent at spotting inefficiency and weak execution
Not afraid to enforce standards
Work Schedule
Full-time
Must be available during team operating hours
Preferred schedule aligned with 10:00 AM to 8:00 PM EST production window
What Success Looks Like in This Role
Underperformance is identified before EOD, not after
Team pacing improves throughout the day
Fewer reps miss dial and talk time KPIs
Call quality issues are spotted and corrected faster
Leadership has clear daily visibility into team performance
Accountability is structured, consistent, and measurable
CompensationCompensation will depend on experience and qualifications.
Can be structured as:base salary
base + performance bonus
base + KPI bonus tied to team production and complianceSKILL REQUIREMENT
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