Quality Assuance Agent

## Description SageHome Brands is a market leader in aging-in-place home improvement and is experiencing tremendous growth as it works toward becoming the largest bathroom remodeler in North America. We specialize in selling and installing walk-in tubs and walk-in showers that make customers’ homes safer and more modern. Backed by the resources and expertise of Blue Torch Capital, we are growing through organic expansion and acquisitions, with the goal of building a nationwide business in less than five years. Our mission is to bring healthcare and home services together by delivering high-quality home modification products and services. Our people are essential to our growth. We take pride in our energy, capabilities, customer-first mindset, and positive attitude, which help create one of the best work environments in the business. Our team members reflect our core values: Compassion & Caring, Integrity, Inclusion, Innovation & Empowerment, and Ownership. As we continue to grow, we are seeking an experienced **Quality Assurance Agent** to join our dynamic team. Quality Assurance team members play a vital role in the organization, with work that directly impacts company performance. They are cross-trained to support all areas of SageHome Brands and are trained to perform any role within the team while maintaining primary responsibility for one assigned function. ## **Duties and Responsibilities** **Quality Assurance** All appointments across SageHome Brands are subject to Quality Assurance review. Team members must follow established processes to ensure compliance with company procedures and standards. Leadership will manage any required coaching or corrective action; Quality Assurance team members do not provide direct feedback or coaching to other team members. **Documentation** Accurate documentation is essential. All Quality Assurance activities and customer interactions must be documented clearly and thoroughly so any SageHome Brands team member can understand what occurred and what next steps are needed. **Appointment Confirmation** Quality Assurance is responsible for confirming appointments 24–48 hours in advance according to established procedures. **Customer Communication** All team members are expected to support inbound and outbound calls, text messages, and email communication. Shared communication channels must be monitored to ensure timely follow-up. **Cancellations** Same day cancellations must be managed promptly, with appropriate notifications sent to the correct personnel. **Financing Support** Selected team members will be trained to assist with financing inquiries, including obtaining consent for soft credit checks, explaining available options, and promoting active offers. ## **Core Competencies** Successful Quality Assurance team members demonstrate the following: · Strong attention to detail and consistent adherence to established processes · Flexibility and adaptability in a changing environment · Ability to multitask and prioritize work effectively · Clear, professional communication and active listening skills · Strong teamwork and a customer-focused approach As part of the Quality Assurance team, we continually seek opportunities to improve quality and accuracy while scheduling as many high-quality appointments as possible across SageHome Brands. Team members complete Inside Sales training before beginning Quality Assurance training. This foundation provides a strong understanding of Inside Sales processes and responsibilities, supporting collaboration and success in the role. After Inside Sales training is complete, Quality Assurance training begins with core fundamentals. As new team members demonstrate proficiency in assigned tasks, they are progressively trained on additional functions. Full training on Quality Assurance processes and procedures typically takes 30–60 days. **** **What We Offer:** - Vibrant office culture - Competitive salary - Profit Sharing - Paid Holidays - 401(k) - Health in…