Sales Quality & AI Systems Specialist

About the role

We're committed to delivering top-quality experiences for our clients and customers. As a Sales Quality & AI Systems Specialist, you'll play a critical role in measuring and improving sales quality across field sales offices.

Responsibilities

• Handle customer escalations by documenting, researching, and resolving issues within service-level agreements
• Engage with escalated customers, de-escalating tense situations, and driving positive resolutions
• Analyze reporting to identify emerging sales quality issues and recommend proactive solutions
• Ensure best practices and procedures are identified, documented, and shared with sales offices
• Review existing policies and procedures, recommending continuous improvement opportunities including ways to automate or streamline manual work using AI or other tools
• Partner with internal teams to develop and support field sales teams on quality standards and procedures
• Track and improve customer escalation resolution rates on assigned campaigns
• Contribute to the successful implementation of process improvements and proactive quality measures
• Build positive relationships with internal teams, clients, and the field
• Test new tools and approaches, iterate quickly, and share what's working with the team

Requirements

• 1-2 years of experience in customer service, sales, or a fast-paced environment
• Strong organizational skills with the ability to prioritize multiple tasks and meet tight deadlines
• A self-starter mindset with initiative and comfort working independently or in teams; someone who creates solutions, not just executes tasks
• Strong customer focus, empathy, and the ability to think quickly under pressure
• Excellent verbal and written communication skills, including the ability to translate technical or AI-driven ideas into practical solutions for a non-technical team
• Demonstrates integrity, professionalism, and confidentiality
• A natural eye for inefficiency and the drive to fix it, whether through process improvements, automation, or creative problem-solving
• Comfort with experimenting, learning quickly, and iterating without waiting for perfect direction

Extras that help

• Experience producing measurable performance outcomes (time saved, errors reduced, output increased)
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Experience with Salesforce
• Familiarity with Excel reporting
• Hands-on experience with AI tools like ChatGPT, automation platforms, or data analysis to improve workflows

Benefits

• Base pay starting at $26/hour + bonus opportunity
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Hybrid perk: Fridays optional remote
• Collaborative environment with opportunities to learn across teams

Location

Hybrid | Agoura Hills, CA (Fridays optional remote)

Schedule

This schedule is subject to change.