Communicate findings and feedback directly to individual call center representatives to improve performance and service quality. * Maintain transparent documentation of QA scores, feedback sessions ...
Quick apply
Communicate findings and feedback directly to individual call center representatives to improve performance and service quality. * Maintain transparent documentation of QA scores, feedback sessions ...
Quality Assurance (QA) Specialist
Fort Thompson, SD · On-site +1
Communicate findings and feedback directly to individual call center representatives to improve performance and service quality. * Maintain transparent documentation of QA scores, feedback sessions ...
Quality Assurance (QA) Specialist
Fort Thompson, SD · On-site +1
Communicate findings and feedback directly to individual call center representatives to improve performance and service quality. * Maintain transparent documentation of QA scores, feedback sessions ...
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
Quick apply
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
... 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 ...
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
... 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 ...
Remote Quality Assurance Analyst
Fort Lauderdale, FL · On-site +1
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
Remote Quality Assurance Analyst
Fort Lauderdale, FL · On-site +1
The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound ...
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
Quick apply
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
Quick apply
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
Quick apply
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills. Key Responsibilities
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
Oversees the quality assurance and performance monitoring functions for the contact center ... Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
The Opportunity The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with ...
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 Jun 29, 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?
| 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.
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:
Full-time
Medical, Dental, Vision, Retirement
Posted 2 days ago
Job description
Salary: Hourly Non-Exempt DOE
Job Description Quality Assurance (QA) Specialist
Organization: Dakota Economic Development Corporation (DEDC)
Reports To: Director of Compliance
Location: Hybrid/Remote as applicable
FLSA Status: Non-Exempt
Position Summary
The Quality Assurance (QA) Specialist is responsible for evaluating and ensuring operational quality, accuracy, and compliance in DEDCs day-to-day enterprise and call center activities. Reporting directly to the Director of Compliance, this position monitors and scores all consumer-facing interactionsincluding calls, chats, and emailsto confirm adherence to regulatory standards, internal policies, and service expectations.
The QA Specialist supports the Compliance and Operations Departments by identifying training opportunities, compliance risks, and performance strengths through a consistent and measurable quality review process. This role is essential to maintaining superior customer experiences, ensuring accurate consumer communications, and supporting continual improvement of call center quality and compliance consistency.
Key Responsibilities
1.) Quality Monitoring & Evaluation
- Review and assess recorded calls, chat interactions, and email communications using established QA methodology and scoring systems.
- Evaluate customer service accuracy, professionalism, policy adherence, and regulatory compliance for each interaction.
- Ensure assessments align with key consumer protection laws (TILA, ECOA, FCRA, GLBA, FDCPA) and DEDC internal compliance standards.
- Identify quality trends and issues, provide actionable recommendations for service refinement and enhanced compliance.
2.) Reporting & Feedback Delivery
- Compile and analyze quality assurance data, scoring results, and performance metrics.
- Prepare comprehensive reports for the Director of Compliance, Director of Lending, and Call Center Supervisors.
- Communicate findings and feedback directly to individual call center representatives to improve performance and service quality.
- Maintain transparent documentation of QA scores, feedback sessions, and corrective actions to support accountability and improvement initiatives.
3.) Continuous Improvement & Training Support
- Collaborate with training and operations teams to refine scripts, procedures, and compliance checkpoints.
- Support calibration sessions across quality teams to ensure consistency in scoring and evaluation standards.
- Help develop and deliver quality-based coaching materials to improve compliance adherence and service outcomes.
- Monitor the effectiveness of improvement initiatives and recommend ongoing process enhancements.
4.) Compliance & Regulatory Adherence
- Ensure QA review processes remain compliant with Tribal, applicable federal, and internal regulations.
- Contribute to proactive compliance monitoring and participation in related audits and reviews.
- Maintain confidential records of all reviews, findings, and reports in accordance with DEDC data governance policies.
Qualifications
- Associates or Bachelors degree in Business Administration, Communications, or a related discipline; equivalent experience may be considered.
- 3+ years of experience in quality assurance, compliance monitoring, customer service auditing, or call center operations (financial services or lending preferred).
- Familiarity with consumer protection regulations (TILA, ECOA, GLBA, FCRA, FDCPA).
- Strong listening, comprehension, and evaluation skills, with demonstrated ability to deliver objective performance feedback.
- Proficiency in Microsoft Excel, Word, and QA systems or monitoring tools.
- Excellent written and verbal communication skills with attention to consistency, fairness, and clarity.
- Proven ability to manage sensitive information with discretion and professionalism.
- Strong organizational and time management skills with an ability to meet multiple deadlines.
Core Competencies
- Quality Monitoring & Performance Evaluation
- Regulatory Compliance & Risk Awareness
- Data Analysis & Reporting
- Coaching & Employee Development
- Communication & Feedback Delivery
- Continuous Process Improvement
- Attention to Detail & Accuracy
- Confidentiality & Professional Integrity
- Collaboration & Accountability
Work Environment & Travel
- Hybrid or remote work model depending on location.
- Occasional travel may be required for training, team meetings, or process calibrations
Salary
Salary is commensurate with experience, and offers will be competitive based on qualifications and industry standards, with comprehensive benefits including:
- Health, dental, and vision insurance.
- 401(k) retirement plan.
- Retirement savings options.
Tribal Preference Policy
In accordance with DEDC policy,Tribal Preferenceapplies to this position:
- A member of the Crow Creek Sioux Tribe
- A descendant of a member or members of the Crow Creek Sioux Tribe
- A member of another federally recognized tribe
Preference applies to hiring, promotion, training, and layoffs if candidates meet minimum qualifications. Among equally qualified candidates, the most suitable in the preference category will be selected.