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Call Center Quality Assurance Manager Jobs (NOW HIRING)

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Our company has grown from providing routine call center services to providing high-level, full ... Summary: The QA Specialist II is responsible for assisting the Contact Center QA Manager in ...

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Global Lending Services

Call Center Supervisor

Greenville, SC · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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 ...

MCI Careers

Contact Center Quality Assurance Manager

Wichita, KS · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... call center footprint and operations that extend across multiple countries. We deliver Customer ... We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in ...

MCI Careers

Contact Center Quality Assurance Manager

Killeen, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... call center footprint and operations that extend across multiple countries. We deliver Customer ... We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in ...

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

As of Aug 14, 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 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 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.

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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, 80% Full Time, 14% Part Time, 4% Contract, and 1% Nights. 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 Manager

USA Clinics Group

Northbrook, IL • On-site

$26 - $29/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Job description

Why USA Clinics Group?
Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we've grown into the nation's largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.
We're building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we're even more excited about what's ahead, and the team we're building to get there. We look forward to meeting you!
Why You'll Love Working with us:
Rapid career advancement Competitive compensation package
Positive, team-oriented environment Work with cutting-ed technology
Make a real impact on patients' lives Join a fast-growing, mission-driven company
Position Summary:
As the Quality Assurance Manager, you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience across all patient communication channels, including inbound/outbound calls, digital correspondence, and scheduling workflows.
You will oversee the QA evaluation process, coach and develop team members, and collaborate with leadership to establish and refine quality standards. This role requires strategic thinking, people leadership, and a strong understanding of performance metrics in a healthcare call center environment.
Position Details:
  • Location: Northbrook, IL
  • Schedule: Full-time, Monday through Friday, eight-hour shifts with flexible 6:30am - 9am start times
  • Bilingual Preferred: (English & Spanish)
  • Compensation: $26-$29/hr based on experience and qualifications.

Key Responsibilities:
    • Lead the development and implementation of QA processes and standards for inbound, outbound, and automated patient communications.
    • Manage a team of QA Specialists, ensuring timely and consistent evaluations and coaching sessions.
    • Analyze performance trends across the call center and recommend process improvements and training needs.
    • Own and continuously refine QA scorecards and assessment tools to align with business goals and KPIs.
    • Partner with training and operations teams to support new hire onboarding, upskilling, and ongoing development.
    • Organize and facilitate regular QA calibration sessions and quality huddles across cross-functional teams.
    • Provide insights and reports to leadership based on evaluation findings, ensuring accountability and action.
    • Support call center peak times to maintain hands-on operational understanding and process proficiency.
    • Stay involved in call handling and new initiative testing to maintain real-time knowledge of systems and procedures.
    • May be required to work one weekend every three weeks to complete evaluations and support operations.

Requirements
  • Minimum 2-3 years of experience in a quality assurance or team leadership role within a healthcare call center or similar environment
  • Strong understanding of call center operations, KPIs, and customer service best practices
  • Experience developing or managing QA scorecards, coaching processes, and training feedback loops
  • Excellent interpersonal and communication skills with a focus on coaching and collaboration
  • Proficient in Microsoft Office Suite and call center systems (e.g., phone monitoring, scheduling, or CRM platforms)
  • High attention to detail with the ability to analyze data and identify actionable trends
  • Passion for improving patient experience and team performance

Benefits
  • Health insurance (medical, dental, vision)
  • Retirement Plan
  • Paid time off (PTO) (vacation, sick)

Apply