Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...
Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...
As the Quality Assurance Manager , you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience ...
As the Quality Assurance Manager , you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience ...
Call Center Quality Assurance Manager
Northbrook, IL · On-site
$26 - $29/hr
As the Quality Assurance Manager , you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience ...
Call Center Quality Assurance Manager
Northbrook, IL · On-site
$26 - $29/hr
As the Quality Assurance Manager , you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience ...
Call Center Quality Analyst
Englewood, CO · On-site
$24.04 - $26.44/hr
This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with ...
Call Center Quality Analyst
Englewood, CO · On-site
$24.04 - $26.44/hr
This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with ...
Call Center Quality Analyst
Englewood, CO · On-site
$24.04 - $26.44/hr
This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with ...
Quick apply
Call Center Quality Analyst
Englewood, CO · On-site
$24.04 - $26.44/hr
This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes. Monitor and report on agent activity, schedule adherence, and productivity while ...
Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes. Monitor and report on agent activity, schedule adherence, and productivity while ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quality Assurance Specialist
Farmington, UT · On-site
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Quality Assurance Specialist
Farmington, UT · On-site
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Quality Assurance Specialist
Farmington, UT · Remote
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Quick apply
Quality Assurance Specialist
Farmington, UT · Remote
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Quality Assurance Specialist
Farmington, UT · Remote
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Quality Assurance Specialist
Farmington, UT · Remote
$19/hr
Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...
Participates in design of call monitoring formats and quality standards Report to the Call Center leadership and other Executives Call Center QA and Member Satisfaction metrics Provides project ...
Participates in design of call monitoring formats and quality standards Report to the Call Center leadership and other Executives Call Center QA and Member Satisfaction metrics Provides project ...
Manager, Quality Assurance
Manhattan, NY · On-site
Participates in design of call monitoring formats and quality standards Report to the Call Center leadership and other Executives Call Center QA and Member Satisfaction metrics Provides project ...
Manager, Quality Assurance
Manhattan, NY · On-site
Participates in design of call monitoring formats and quality standards Report to the Call Center leadership and other Executives Call Center QA and Member Satisfaction metrics Provides project ...
CALL Center QA information
See salary details
$11.78 - $14.29
2% of jobs
$14.29 - $16.81
9% of jobs
$16.81 - $19.32
10% of jobs
$19.77 is the 25th percentile. Wages below this are outliers.
$19.32 - $21.83
27% of jobs
The median wage is $22.05 / hr.
$21.83 - $24.34
36% of jobs
$24.34 - $26.86
9% of jobs
$26.86 - $29.37
2% of jobs
$29.37 - $31.88
3% of jobs
$31.88 - $34.40
1% of jobs
$34.40 - $36.91
1% of jobs
$36.91 - $39.42
1% of jobs
$11
$23
$39
How much do call center qa jobs pay per hour?
As of Aug 26, 2026, the average hourly pay for call center qa in the United States is $23.49, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $24.04 per hour, depending on experience, location, and employer.
What does a Call Center QA do?
A Call Center QA, or Quality Assurance specialist, is responsible for monitoring and evaluating customer service interactions to ensure that agents meet company standards. They listen to recorded or live calls, review chats or emails, and assess the performance of customer service representatives. Their feedback helps improve service quality, agent performance, and customer satisfaction. Additionally, they may assist in training employees and updating quality guidelines based on their findings.
What are the key skills and qualifications needed to thrive as a Call Center QA?
To thrive as a Call Center QA, you need a solid understanding of call center operations, quality assurance methodologies, and typically a background in customer service or a related field. Familiarity with call recording software, quality monitoring tools, and CRM systems is often required, and certifications in quality assurance can be advantageous. Exceptional attention to detail, analytical thinking, and strong communication skills help you provide constructive feedback and ensure compliance with standards. These skills are vital for maintaining high service quality, improving agent performance, and driving customer satisfaction.
What are some common challenges faced by Call Center QA specialists, and how can they be addressed?
Call Center QA specialists often encounter challenges such as balancing objective evaluation with empathy for agents, managing large volumes of call reviews, and ensuring consistent feedback. To address these, it’s important to use standardized evaluation criteria, leverage quality monitoring software for efficiency, and maintain open communication with agents and team leads. Continuous training and calibration sessions also help in aligning expectations and fostering a culture of quality improvement.
What is the difference between Call Center Qa vs Call Center Agent?
| Aspect | Call Center Qa | Call Center Agent |
|---|---|---|
| Primary Role | Monitoring and evaluating agent interactions to ensure quality standards | Handling customer calls, providing information, and resolving issues |
| Required Skills | Quality assessment, communication skills, attention to detail | Customer service, communication, problem-solving |
| Work Environment | Supervisory, quality assurance teams within call centers | Frontline customer service environment |
| Certifications | Quality assurance or customer service certifications often preferred | Customer service training, sometimes certifications like CPR or product-specific training |
In summary, Call Center Qa focuses on evaluating and improving agent performance through quality assessments, while Call Center Agents directly interact with customers to address their needs. Both roles are essential in call center operations but serve different functions within the customer service process.
Is call center QA an entry level job?
Call center QA (Quality Assurance) roles are often entry-level positions that require basic communication skills and attention to detail. Some employers may prefer candidates with customer service experience or familiarity with call monitoring tools, but many entry-level roles provide on-the-job training. Advancement typically involves gaining experience and developing skills in call evaluation and feedback processes.
More about CALL Center QA jobs
What cities are hiring for Call Center Qa jobs?
Cities with the most Call Center Qa job openings:
What states have the most Call Center Qa jobs?
States with the most job openings for Call Center Qa jobs include:
What job categories do people searching Call Center Qa jobs look for?
The top searched job categories for Call Center Qa jobs are:
- Virtual Call Center Quality Assurance
- Global Call Center
- Freelance Virtual Call Center Quality Assurance
- Freelance Quality Call Monitoring
- Director Aaa Call Center
- From Home Prayer Call Center
- Outsourcing Call Center
- Temporary Navy Federal Call Center
- Freelance Insurance Call Center
- Remote Inmate Call Monitoring
Call Center QA Manager
Irving, TX
Windows USA •
Construction • 501 - 1,000 employees501 - 1,000 employees
Full-time
Posted 7 days ago
Job description
Job Purpose:
- Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Key Responsibilities:
- Own telephony technology to ensure seamless communication and operations within the call center.
- Manage real-time call center operations to optimize efficiency and effectiveness.
- Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
- Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
- Evaluate vendor performance to ensure alignment with company standards and goals.
- Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.
Required Education:
- Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Required Experience:
- 3-5+ years of experience in a call center, contact center, or workforce management role.
- Meaningful experience in quality assurance, real-time operations, or vendor management.
- Proven track record of improving contact center outcomes.
- Experience with Five9/Balto technology.
Required Skills and Abilities:
- Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
- Ability to manage telephony technology and real-time call center operations effectively.
- Proficient in QA/coaching and reporting to enhance performance.
- Capability to oversee vendor performance and drive continuous improvement initiatives.
- Autonomous working style with a focus on achieving set goals and objectives.
Equal Employment Opportunity EEO Statement
Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law.
ADA Accommodations
Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources.
At-Will Employment Statement
This position does not create a contract of employment.
Background Check Disclosure
Employment is contingent upon completion of background verification, where permitted by law and based on business necessity.
Disclaimers
This description is intended to outline the general nature of the role.
OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations.
Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.
About Windows USA
Sourced by ZipRecruiter
Industry
Construction
Company size
501 - 1,000 Employees
Headquarters location
Irving, TX, US