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Call Center Quality Assurance Jobs (NOW HIRING)

Imagine Pediatrics

OR · On-site

$65K - $85K/yr

Experience in call center quality assurance and training required * Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required * Strong knowledge ...

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How much do call center quality assurance jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for call center quality assurance 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 typical daily responsibilities of a call center quality assurance professional?

As a Call Center Quality Assurance professional, your daily tasks will usually include monitoring live or recorded calls, evaluating agent interactions against established standards, and documenting your findings. You’ll often collaborate closely with team leaders and trainers to share performance insights and recommend specific coaching or training opportunities for agents. In addition, you may help develop evaluation forms, participate in calibration sessions to ensure scoring consistency, and track quality metrics for reporting purposes. This role is important for maintaining excellent customer service and supporting agents’ ongoing development.

What are the key skills and qualifications needed to thrive in the call center quality assurance position?

To thrive as a Call Center Quality Assurance professional, you need strong analytical abilities, attention to detail, and experience in reviewing and evaluating interactions, typically supported by a background in customer service or quality assurance. Familiarity with call recording software, quality monitoring tools, and CRM systems is often required, with additional certifications like Six Sigma or COPC considered a plus. Excellent communication, objectivity, and the ability to provide constructive feedback are key soft skills that distinguish successful candidates. These competencies are vital to ensuring high service standards, identifying areas for agent improvement, and enhancing overall customer satisfaction.

What is a call center quality assurance?

A Call Center Quality Assurance (QA) job involves monitoring and evaluating customer interactions to ensure compliance with company policies, industry standards, and customer satisfaction goals. QA specialists analyze calls, chats, or emails to assess agent performance, provide constructive feedback, and identify areas for improvement. They help maintain service quality, enhance customer experience, and ensure adherence to compliance guidelines. Additionally, they may develop training materials and recommend process improvements based on performance trends.

More about Call Center Quality Assurance jobs
What cities are hiring for Call Center Quality Assurance jobs? Cities with the most Call Center Quality Assurance job openings:
What are the most commonly searched types of Call Center Quality Assurance jobs? The most popular types of Call Center Quality Assurance jobs are:
What states have the most Call Center Quality Assurance jobs? States with the most job openings for Call Center Quality Assurance jobs include:
What job categories do people searching Call Center Quality Assurance jobs look for? The top searched job categories for Call Center Quality Assurance jobs are:
Call Center Quality Assurance jobs near you
Infographic showing various Call Center Quality Assurance job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

Call Center Supervisor

Global Lending Services

Greenville, SC • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 19 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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