QA Specialist

QA Specialist

Company: Baton ( ---------- )

QA Specialist 8:00 AM to 4:00 PM, Monday-Friday during Mountain Standard Time

Rate/salary: $8-10/hr

Benefits: 13th month pay, 1 PTO earned per month, 3 paid sick leaves, PTO on American holidays, periodic incentives, and extra bonuses

Baton connects people who need home services with providers who can help them. We work across pest control, wildlife, and plumbing, and the quality of each call matters to the consumer, the provider, and the partners who generate it.

We’re looking for a QA Specialist who enjoys figuring out what happened, finding patterns, and giving people a clear answer. This role has a real voice in how we improve lead quality. Your findings will help us resolve partner concerns, catch risky traffic, improve call handling, and make better decisions across the business.

What you’ll do:

- Process invalidation requests within 24 hours by reviewing recordings, call data, partner terms, and service exceptions. Document the evidence behind each decision.

- Audit leads flagged by Customer Success or partners. Investigate the call, its source, routing, service fit, and outcome, then explain what you found and what should happen next.

- Spot patterns involving call issues, suspected fraud, outbound calls, repeat callers, and other quality concerns. Escalate urgent issues with specific examples.

- Analyze performance data and share a useful weekly update on trends, complaints, and unresolved issues.

- Work with Customer Success, Publisher Operations, the Call Center, and Finance to follow issues through to resolution.

- Help improve the checklists, processes, and tools the QA team uses as Baton grows.

What makes someone successful here:

You’re organized enough to keep a busy queue moving and curious enough to look beyond the first tag or explanation. You’re comfortable listening to calls, working in spreadsheets, asking thoughtful questions, and writing findings that other people can act on. You can use AI and other tools to work efficiently, but you check the evidence and form your own conclusions.

Experience in quality assurance, call center operations, lead generation, or pay-per-call is helpful. Strong analytical skills, sound judgment, and clear written English matter most.

Analytical skills and relevant experience

We’re looking for someone who can analyze data, find trends, and explain what the findings mean for the business. You should be comfortable going beyond reviewing individual calls to identify recurring problems and recommend improvements.

You can:

- Use Excel or Google Sheets to organize data, calculate rates, and compare performance across agents, publishers, buyers, and time periods.

- Identify patterns in conversion, service matching, call issues, invalidations, and suspected fraud.

- Investigate why results changed, using call recordings and other evidence to support your conclusions.

- Turn your findings into clear updates that explain the issue, who it affects, and what action you recommend.

Relevant previous roles may include:

- Call Center QA Analyst or QA Specialist

- Operations Analyst or Reporting Analyst

- Data Analyst focused on operational or customer support performance

- Fraud Analyst, Risk Analyst, or Quality Auditor

- Lead Quality Analyst or Partner Performance Analyst

- Customer Support QA Specialist

Experience in lead generation or pay-per-call is helpful, but not required. Strong analytical skills, independent judgment, and clear written English matter most.

Why Baton

You’ll work on varied, meaningful problems with a team that uses QA findings to make changes. You’ll have room to take ownership, build stronger processes, and see the impact of your work on callers, providers, and partners.

How to Apply

Fill out the form: ----------