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Call Center Qa Jobs in Quebec (NOW HIRING)

Altasciences

Supervisor, Call Center

Montreal, QC

By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and ... The Supervisor, Call center will ensure tasks performed and recruitment activities are executed in ...

TTC Global

Senior Software QA Engineer

Montreal, QC

The Senior Software QA Engineer may also assist in general application support of production ... JIRA, Quality Center, TFS, etc. Qualifications * Bachelor's degree in Computer science, Engineering ...

ASICC-MED

Placement agent

Montreal, QC

Quality assurance monitoring Data collection and entry Respond quickly and efficiently to any ... this position of Call Center Agent: Diploma of Professional Studies (DES); 1 to 2 years of ...

ASICC-MED

Administrative Assistant

Montreal, QC

Quality assurance monitoring Data collection and entry Respond quickly and efficiently to any ... Knowledge in the health sector and experience in a call center an asset. Excellent working ...

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All JobsCall Center Qa JobsCall Center Qa Jobs in Quebec

Call Center Qa information

See Quebec salary details

$11

$16

$27

How much do call center qa jobs pay per hour?

As of Jul 31, 2026, the average hourly pay for call center qa in Quebec is $16.46, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $16.83 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.

Is QA a difficult job?

A Call Center QA role involves evaluating customer interactions to ensure quality standards are met, which requires attention to detail, communication skills, and consistency. The job can be challenging due to the need for objectivity, multitasking, and understanding company policies, but it is generally manageable with proper training and experience.

Which pays more, QA or QC?

In the context of a call center QA (Quality Assurance) role, QA positions typically offer higher pay than QC (Quality Control) roles due to greater responsibilities in process improvement and training. Salaries can vary based on experience, certifications, and company size, but QA roles generally have a higher salary range. Both roles require attention to detail and knowledge of call monitoring tools.

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.

How much do call center QA mystery shoppers make?

Call center QA mystery shoppers typically earn between $10 and $20 per hour, depending on experience and the company. Compensation may also include bonuses for quality scores and performance metrics, and some roles are paid per assignment rather than hourly.

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.

What does QA do in a call center?

In a call center, QA (Quality Assurance) staff evaluate customer interactions to ensure agents follow company standards, provide quality service, and adhere to scripts and policies. They review call recordings, provide feedback, and may use tools like call monitoring software to identify areas for improvement and maintain consistent service quality.
What are popular job titles related to Call Center Qa jobs in Quebec? For Call Center Qa jobs in Quebec, the most frequently searched job titles are:
What job categories do people searching Call Center Qa jobs in Quebec look for? The top searched job categories for Call Center Qa jobs in Quebec are:
Call Center Qa jobs near you
Infographic showing various Call Center Qa job openings in Quebec as of July 2026, with employment types broken down into 80% Full Time, and 20% Contract. Highlights an 100% In-person job distribution, with an average salary of $34,234 per year, or $16.5 per hour.

Call Center & Contact Center Professionals

Hire Resolve.com

Montreal, QC • On-site

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 26 days ago

Job description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities
  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
  • Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
  • Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
  • Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
  • Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
  • Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
  • Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
  • Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)

Requirements

  • Education/qualifications: Secondary school completion typically required; college diploma or bachelor’s degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
  • Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
  • Core capabilities:
    • People leadership, coaching, performance management, and change delivery
    • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
    • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
    • Quality assurance, training design, escalation/complaints management, and CX improvement
    • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
  • Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

  • Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • RPP - Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Paid Time Off Benefits
  • Training & Development