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Call Center Qa Jobs (NOW HIRING)

E*Pro, Inc.

Contact Center QA Analyst

Chandler, AZ

Hi, We do have a Contract opportunity for Contact Center QA Analyst with our implementation partner. Please share your updated resume ASAP. Here goes the Job Title Contact Center QA Analyst Job ...

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Call Center Qa information

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$11

$23

$39

How much do call center qa jobs pay per hour?

As of Jul 20, 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.

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.
More about Call Center Qa jobs
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Call Center Qa jobs near you
Infographic showing various Call Center Qa job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.
Call Center Quality Manager (4764)

Call Center Quality Manager (4764)

Three Saints Bay, LLC

Martinsburg, WV • On-site

Full-time

Posted 11 days ago

Job description

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.
POSITION RESPONSIBILITIES:
  • Oversees the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
  • Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
  • Monitor an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly report.
  • Perform detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
  • Recommend process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
  • Ensure all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
  • Maintain a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
  • Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.
    POSITION REQUIREMENTS:
  • 2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
  • 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.
We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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