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$39

How much do call center qa jobs pay per hour?

As of May 31, 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 are the key skills and qualifications needed to thrive as a Call Center QA, and why are they important?

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 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 is the difference between Call Center Qa vs Call Center Agent?

AspectCall Center QaCall Center Agent
Primary RoleMonitoring and evaluating agent interactions to ensure quality standardsHandling customer calls, providing information, and resolving issues
Required SkillsQuality assessment, communication skills, attention to detailCustomer service, communication, problem-solving
Work EnvironmentSupervisory, quality assurance teams within call centersFrontline customer service environment
CertificationsQuality assurance or customer service certifications often preferredCustomer 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.

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:
Call Center Qa jobs near you
Infographic showing various Call Center Qa job openings in the United States as of May 2026, with employment types broken down into 2% As Needed, 75% Full Time, 21% Part Time, 1% Temporary, and 1% Contract. Highlights an 98% Physical, and 2% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.
Call Center Quality Assurance Supervisor

Call Center Quality Assurance Supervisor

Global Lending Services

Greenville, SC • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Global Lending Services rating

7.5

Company rating: 7.5 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Why GLS?
Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one's family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That's what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.
People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.
Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!
Benefits: GLS offers the below great benefits for your amazing work!
o Competitive base pay and performance bonuses, dependent on role
o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
o 401K with employer match and 100% immediate vesting
o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
o Paid Volunteer Time Off (VTO) Annually
o Tuition Reimbursement
o Parental Leave
o Business casual work environment
What does it mean to be a Call Center Quality Assurance Supervisor at GLS?
The Call Center Quality Assurance Supervisor is responsible for overseeing the daily operations and management of the Quality Assurance and Compliance Monitoring programs, including but not limited to: management of QA team to ensure individual and team performance objectives are met, implementation of compliance review processes, drafting and updating of departmental processes and procedures, and conducting specialty compliance QA reviews to support adherence to company policy and regulatory requirements.
How will you drive value within the organization as a Call Center Quality Assurance Supervisor?
  • Work with the Director, Compliance and Quality Assurance to ensure that the QA and Monitoring programs effectively manage compliance risk and align with the organization's Compliance Management System
  • Oversee employee workloads and schedules to ensure that the Quality Assurance team effectively meets the needs of the business
  • Provide training, guidance, performance coaching, and feedback to assigned staff
  • Work with the Director, Compliance and Quality Assurance to develop and maintain departmental operating policies and procedures to ensure maximum work effectiveness
  • Work collaboratively with business units to ensure compliance and improve quality
  • Participate in monthly QA calibration meetings between Compliance Department and operational department managers
  • Perform specialty QA and Monitoring reviews as needed
  • Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
  • Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
  • Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
  • Perform additional assignments and special projects as required by the needs of the company or as directed by management

What should you already know to be successful as a Call Center Quality Assurance Supervisor?
  • Minimum of Bachelor's degree required
  • Financial services industry experience preferred
  • Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching, and feedback to assigned staff
  • Demonstrated ability to establish and enhance processes to improve business results
  • Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict
  • Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
  • Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
  • Strong verbal and written communication skills
  • Team player that can adapt in a fast paced and changing environment
  • Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as required
  • Ability to think strategically and deliver tactfully
  • Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:
  • Remain in a stationary position up to 100% of the work day
  • Constantly operate a computer and other standard office equipment
  • Talk and hear to exchange accurate information
  • Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
  • This job operates in a professional office environment
  • The noise level in the work environment is usually moderately quiet
  • The position does not require travel

2023 California Applicant Privacy Notice
GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees
Please visit www.glsauto.com for information about our great company and other amazing opportunities
Applicants have rights under Federal Employment Laws
Family and Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
Employee Polygraph Protection Act (EPPA)

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