ZipRecruiter

Log In

1

Call Center Quality Assurance Manager Jobs in Boca Raton, FL

TekSky

Quality Assurance Manager

West Palm Beach, FL · On-site

Quality Assurance Manager Department: Quality Reports To: Director of Quality Assurance Employment Type: Full-Time Job Summary: The Quality Manager is responsible for leading and developing the ...

Atento

Training & QA Manager

Miramar, FL · On-site

... quality assurance and make recommendations for continuous improvement. • Provide regular reports to senior management on the effectiveness of training and quality assurance programs. Education • ...

next page

Showing results 1-20

All JobsCall Center Quality Assurance JobsCall Center Quality Assurance Manager JobsCall Center Quality Assurance Manager Jobs in Boca Raton, FL

Call Center Quality Assurance Manager information

See Boca Raton, FL salary details

$36.1K

$112K

$169.9K

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

As of Aug 27, 2026, the average yearly pay for call center quality assurance manager in Boca Raton, FL is $112,048.00, according to ZipRecruiter salary data. Most workers in this role earn between $78,800.00 and $137,100.00 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.

What are the most commonly searched types of Call Center Quality Assurance jobs in Boca Raton, FL?

The most popular types of Call Center Quality Assurance jobs in Boca Raton, FL are:

What job categories do people searching Call Center Quality Assurance Manager jobs in Boca Raton, FL look for?

The top searched job categories for Call Center Quality Assurance Manager jobs in Boca Raton, FL are:

What cities near Boca Raton, FL are hiring for Call Center Quality Assurance Manager jobs?

Cities near Boca Raton, FL with the most Call Center Quality Assurance Manager job openings:

Call Center Quality Assurance Manager jobs near you
Infographic showing various Call Center Quality Assurance Manager job openings in Boca Raton, FL as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 16% Part Time, 3% Contract, and 1% Nights. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $111,711 per year, or $53.7 per hour.

Quality Assurance Representative

Boynton Beach, FL

CONSUMER DEFENSE PARTNERS LLC
See more jobs at CONSUMER DEFENSE PARTNERS LLCexternal

$21 - $24/hr

Full-time

PTO

Re-posted 29 days ago

Job description

We are seeking a detail-oriented Quality Assurance Representative to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills.
Key Responsibilities

  • Monitor and evaluate inbound and outbound client calls to ensure adherence to company policies, scripts, and regulatory requirements.
  • Review client files, enrollment documents, and communications for accuracy, completeness, and compliance.
  • Ensure compliance with applicable regulations including TCPA, FDCPA, and other consumer protection standards.
  • Identify trends, risks, and areas of improvement within sales and customer service teams.
  • Provide detailed QA feedback and scoring to representatives and management.
  • Assist with training initiatives and coaching opportunities based on QA findings.
  • Maintain accurate records of QA reviews and audit results.
  • Escalate compliance concerns or potential violations to management.
  • Collaborate with operations, compliance, and training teams to improve processes and customer experience.
Qualifications

  • 2+ years of Quality Assurance experience in a call center environment (debt settlement or financial services preferred)
  • Strong understanding of debt settlement processes and compliance requirements
  • Familiarity with TCPA, FDCPA, and consumer protection regulations preferred
  • Excellent attention to detail and analytical skills
  • Ability to provide constructive feedback and coaching
  • Strong written and verbal communication skills
  • Proficiency with CRM systems and call monitoring tools
  • Ability to manage multiple tasks in a fast-paced environment
Preferred Experience

  • Experience working within a debt settlement or debt relief company
  • Experience auditing sales, customer service, and retention calls
  • Experience auditing client files for accuracy and compliance
  • Experience working in CRM’s
Compensation & Benefits

  • Competitive salary based on experience
  • Performance-based incentives
  • Paid time off and company holidays
  • Opportunities for growth within a rapidly expanding organization