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Call Center Quality Assurance Manager Jobs (NOW HIRING)

Monogram Health

Quality Assurance Manager

Tempe, AZ · On-site

Manager, Quality Assurance Care Center The Quality Assurance Manager is responsible for leading and evolving the quality program within the Monogram Health Call Center. This role ensures that day-to ...

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Call Center Quality Assurance Manager information

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$38K

$118.1K

$179K

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

As of Jul 19, 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 job?

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 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.

What are the key skills and qualifications needed to thrive in the Call Center Quality Assurance Manager position, and why are they important?

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.

More about Call Center Quality Assurance Manager jobs
What cities are hiring for Call Center Quality Assurance Manager jobs? Cities with the most Call Center Quality Assurance Manager 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:
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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 July 2026, with employment types broken down into 1% As Needed, 90% Full Time, 7% Part Time, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $118,074 per year, or $56.8 per hour.
Call Center Quality Assurance Supervisor

Call Center Quality Assurance Supervisor

Global Lending Services

Greenville, SC

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 19 hours 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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