Experience in gathering, analyzing, and reporting operational metrics (tickets, revenue, conversion rates, etc.)
Proficiency with CRM systems (Housecall Pro) or ability to quickly learn new platforms
Familiarity with QA processes, including evaluating AI-generated transcripts and manual call reviews
Strong attention to detail, data accuracy, and ability to work remotely in a part-time schedule aligned with US business hours
Requirements:
Gather, compile, and report daily operational and call center metrics during US business hours (ticket averages, job counts, revenue, conversion rates, callbacks, upsells, calls handled, duration, stacked services).
Analyze call transcripts using AI tools and perform manual reviews to validate AI grading against quality standards.
Calculate labor rates and productivity metrics and track membership sales performance across teams and technicians.
Learn and navigate the Housecall Pro CRM, follow established workflows and reporting procedures, and ask clarifying questions to ensure data accuracy.
Job description
• Gather and compile daily operational metrics including ticket averages, job counts, revenue, conversion rates, callbacks, and upsells • Collect and track call center metrics such as calls handled, call duration, conversion rates, and stacked services • Generate daily reports for delivery during U.S. business hours • Analyze call transcripts using AI tools to evaluate customer interactions based on set quality standards • Review random calls manually to validate AI-generated grading accuracy • Calculate labor rates and productivity metrics based on revenue, hours worked, and capacity • Track membership sales performance across teams and technicians • Learn and navigate the Housecall Pro CRM system • Follow established workflows and reporting procedures accurately • Ask clarifying questions when needed to ensure data accuracy and reporting quality
