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Call Center Quality Assurance Manager Jobs (NOW HIRING)

Windows USA

Call Center QA Manager

Irving, TX · On-site

$70 - $100/hr

IRVING, TX 75062 Position Type: Full Time Job Purpose - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION ...

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How much do call center quality assurance manager jobs pay per year?

As of Sep 5, 2026, the average yearly pay for call center quality assurance manager in the United States is $118,074.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,000.00 and $144,500.00 per year, depending on experience, location, and employer.

What is a call center quality assurance manager?

A Call Center Quality Assurance (QA) Manager oversees the quality of customer interactions to ensure compliance with company standards and customer service expectations. They develop and implement QA processes, monitor agent performance, provide feedback and training, and analyze data to improve service quality. Their goal is to enhance customer satisfaction, optimize operational efficiency, and ensure adherence to regulatory requirements.

What are the key skills and qualifications needed to thrive as a call center quality assurance manager?

To thrive as a Call Center Quality Assurance Manager, you need a deep understanding of call center operations, data analysis, and quality monitoring processes, typically supported by relevant experience or a bachelor's degree in business or a related field. Familiarity with quality monitoring software (such as NICE or Calabrio), customer relationship management (CRM) systems, and certifications like Six Sigma or COPC are often advantageous. Excellent communication, problem-solving, and leadership skills help drive performance improvements and foster a culture of accountability. These abilities are crucial to ensuring consistently high customer service standards and optimizing team performance in a dynamic call center environment.

What are some typical challenges faced by a call center quality assurance manager, and how can they be addressed?

Call Center Quality Assurance Managers often face challenges such as maintaining consistent evaluation standards across large teams, ensuring agent buy-in for new quality initiatives, and balancing quantitative metrics with customer satisfaction. Addressing these challenges requires developing clear quality guidelines, providing ongoing training and coaching for both agents and evaluators, and fostering open communication about performance expectations. Managers also benefit from staying updated on industry best practices and adapting quickly to changes in call volume or customer needs. Proactive problem-solving and close collaboration with team leaders help ensure that quality assurance goals support both operational efficiency and a positive customer experience.

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Call Center Quality Assurance Manager jobs near you
Infographic showing various Call Center Quality Assurance Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 14% Part Time, 3% Contract, and 1% Nights. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $118,074 per year, or $56.8 per hour.

Call Center QA Manager

Windows USA

Irving, TX • On-site

$70 - $100/hr

Other

Posted 16 days ago

Job description

Job Details

Job Location: IRVING, TX 75062

Position Type: Full Time

Job Purpose

- Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3–5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.

Key Responsibilities
  • Own telephony technology to ensure seamless communication and operations within the call center.
  • Manage real-time call center operations to optimize efficiency and effectiveness.
  • Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
  • Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
  • Evaluate vendor performance to ensure alignment with company standards and goals.
  • Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.
Qualifications
  • Education: Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
  • Experience: 3-5+ years of experience in a call center, contact center, or workforce management role.
  • Meaningful experience in quality assurance, real-time operations, or vendor management.
  • Proven track record of improving contact center outcomes.
  • Experience with Five9/Balto technology.
Required Skills and Abilities
  • Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
  • Ability to manage telephony technology and real-time call center operations effectively.
  • Proficient in QA/coaching and reporting to enhance performance.
  • Capability to oversee vendor performance and drive continuous improvement initiatives.
  • Autonomous working style with a focus on achieving set goals and objectives.
Equal Employment Opportunity EEO Statement

Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law.

ADA Accommodations

Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources.

At-Will Employment Statement

This position does not create a contract of employment.

Background Check Disclosure

Employment is contingent upon completion of background verification, where permitted by law and based on business necessity.

Disclaimers

This description is intended to outline the general nature of the role.

OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations.

Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.

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