Call center manager Jobs in Fort Lauderdale, FL

Company Overview

Platinum Fundraising was founded in 1999 with a mission to make a difference in the lives of children. We foster a high-energy environment filled with laughter and collaboration, where every team member can thrive and contribute to a meaningful change.

Being in business for over 25 years, we are helping schools, youth athletic organizations, and non-profits raise millions of dollars through our proven fundraising programs that empower kids and strengthen communities!

We are rapidly growing and looking for a detail-oriented QA Analyst who wants more than just a paycheck. Here you get the opportunity to work with purpose.

Position Overview

We are seeking a detail-oriented Quality Assurance Analyst to support the performance, accuracy, and operational integrity of our outbound fundraising sales team. This role is responsible for monitoring call quality, auditing CRM and dialer activity, analyzing sales performance data, and preparing recurring reports for leadership.

The Quality Assurance Analyst services as an internal resource for identifying trends, validating process adherence, and providing performance insights that support management decision-making and training initiatives. This position does not directly supervise or coach sales staff but works closely with leadership to help maintain consistent execution standards across the team.

Core Responsibilities

• Monitor live and recorded sales calls to evaluate call quality, professionalism, script adherence, objection handling, call flow, and overall communication effectiveness.
• Audit sales activity within VanillaSoft to ensure accurate result coding, proper documentation, and compliance with established workflow standards.
• Analyze call quality and sales performance data to identify trends, performance gaps, and opportunities for operational and training improvements.
• Prepare and distribute recurring quality and performance reports, maintaining dashboards and tracking tools that support leadership visibility and decision-making.
• Identify data integrity issues, documentation inconsistencies, and process deviations, escalating findings and recommendations to leadership.
• Partner with management to evaluate the effectiveness of sales scripts, messaging, and call strategies, providing data-driven insights to support coaching and development efforts.
• Maintain advanced knowledge of VanillaSoft and assist in improving reporting capabilities, system utilization, and workflow efficiency.
• Provide clear, actionable written feedback to support individual and team coaching initiatives related to performance, compliance, and quality standards.
• Contribute to the development, refinement, and ongoing improvement of quality assurance standards and operational processes.

Required Qualifications

• Minimum of 2 years of experience in call center, customer service quality assurance, sales analytics, performance monitoring, or a related role.
• Strong analytical skills with exceptional attention to detail and the ability to evaluate performance trends and quality metrics.
• Solid understanding of sales conversations, objection handling techniques, and effective messaging strategies.
• Experience auditing CRM or dialer systems (VanillaSoft experience strongly preferred).
• Proficiency in Microsoft Office Suite and data reporting or dashboard tools.
• Experience monitoring calls or evaluating sales quality using established QA methodologies.
• Ability to interpret performance data and clearly communicate findings and recommendations to leadership.
• Familiarity with AI tools, quality monitoring systems, and customer management platforms that support operational performance.
• Strong organizational skills with the ability to manage multiple priorities and reporting deadlines in a fast-paced environment.
• Experience supporting outbound or cold-calling sales teams is strongly preferred.

Compensation

Base Salary: $45K–$65K, annually (based on experience)

Benefits

• Medical, Vision, and Dental Insurance with company contribution
• Paid Time Off
• Paid Holidays
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Paid Training
• Employee Rewards
• Employee Discounts
• Veteran Appreciation Floating Holiday
• Annual salary review

Perks

We take pride in creating a comfortable, well-equipped workspace where every team member can stay focused, energized, and supported throughout the day.

• We believe highly in work-life balance so only 40-hour work weeks and No Weekends!
• Enjoy a relaxed dress code that lets you focus on performance, not wardrobe. From jeans and sneakers to comfortable sweats, we want you feeling your best to perform at your best.
• We believe great energy starts with great snacks, from coffee and tea to bagels, fruit, and a candy jar that never disappoints. Help yourself to our complimentary office treats and keep the good vibes going all day!
• Enjoy complimentary fresh brewed coffee (yes, we ground our own beans) or tea to start your day, snacks, and fresh fruit in the office.
• Recharge in style with our luxury massage chair and ultra-comfortable LoveSacs, the perfect way to unwind between calls.
• Choose your comfort from ergonomic office chairs to balance ball chairs that keep you moving and energized throughout the day.
• Work to the soundtrack of good vibes. Our state-of-the-art sound system keeps the office filled with your favorite hits, old and new.

CULTURE

We celebrate everything, every milestone and every personal win, because we believe in recognizing effort as much as results. At Platinum Fundraising, you'll join a team that lifts each other up, learns together, and pushes each other to be better every day.

Our leaders are hands-on, offering constant coaching and guidance to help you succeed and close more deals. Add in great incentives, friendly competition, and a fun, inclusive environment, and you've got a place where you can thrive both personally and professionally.

Want to see our team in action? Check us out!:

Equal Employment Opportunity

We are an Equal Opportunity Employer and consider all qualified applicants without regard to protected status in accordance with applicable laws.