Quality Assurance Specialist, Outbound Energy

Location: Tampa, Florida (Office Located at Zip Code: 33764 In-Office/On-Site Work Schedule Required)

FLSA Status: Non-Exempt (Hourly + Commission Earnings)

About VIA Energy Solutions

VIA Energy Solutions "VES" is a full-service brokerage specializing in the procurement of electricity and natural gas. Offering renewable solutions. From fixed rate electricity supply to complex renewable energy project. NuDevco Retail, LLC is a reporting owner in SEC Filings and owns 100% of Via Renewables Inc (NASDAQ: VIA)

Job Summary

The Quality Assurance Specialist, Outbound Sales is responsible for monitoring, evaluating, and improving the performance and compliance of the outbound Commercial Energy Advisors. This role ensures every call meets company quality standards, regulatory requirements, and operational expectations. The QA Specialist will conduct call reviews, identify coaching opportunities, document compliance risks, and partner closely with Sales Leadership to maintain a high-performing, compliant outbound sales environment. This individual will serve as the central point for quality monitoring, scorecards, and call calibration sessions, helping ensure consistent execution and improved results.

Summary of Essential Job Functions

- Monitor, score, and evaluate outbound sales calls to ensure adherence to company policies, scripts, and regulatory compliance standards

- Maintain QA scorecards and documentation to track performance trends and identify coaching opportunities

- Provide feedback and recommendations to the Director, Outbound Sales regarding rep performance, training needs, and process improvement opportunities

- Conduct weekly call calibration sessions with Sales, Training, and Compliance to ensure alignment in scoring expectations

- Identify trends in customer objections, compliance risks, or performance gaps to inform training and operational changes

- Collaborate with Sales Leadership to implement corrective action plans where needed

- Maintain accurate QA logs, documentation, and reporting across all monitored calls

- Assist with onboarding new hires by conducting call audits, shadow sessions, and script reinforcement

- Ensure proactive identification of compliance gaps relating to state regulations, internal policies, or utility requirements

- Support the continuous improvement of QA processes, forms, and scoring criteria

Minimum Requirements

- 2+ years of experience in outbound call center, quality assurance, compliance, or sales operations role

- Strong understanding of outbound sales processes, call flow structure, and call-handling best practices

- Excellent communication, listening, and feedback delivery skills

- Ability to analyze call trends and translate insights into actionable recommendations

- Proficiency in Microsoft Office programs, including Word, Excel, and Outlook

- Strong organizational skills with the ability to manage multiple reviews and deadlines at once

- Ability to maintain confidentiality and handle sensitive performance data

- Must be able to work a minimum of 40 hours per week

Abilities Required

- Ability to meet highest attendance requirements

- Ability to handle multiple tasks concurrently

- Ability to use personal computer, calculator, etc

- Could involve some lifting up to 20 pounds

- Ability to sit for extended periods of time without much movement

- Ability to work in time-sensitive environment with non-flexible deadlines

- All candidates must have the ability to speak, read, and write English. Spanish speaking a plus

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

VIA Energy Solutions is an equal opportunity employer.

“We are currently managing our staffing needs internally. Please, no recruiting firm or staffing firm candidates. Consideration will not be given to candidates who have not directly completed an employment application. We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. We are not adding to our limited list of currently approved vendors. Please refrain from contacting us or any employees regarding staffing or recruitment opportunities.”