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Call Center Quality Assurance Manager Jobs (NOW HIRING)

Staffworks CNY

Quality Assurance Manager

Utica, NY · On-site

$60K/yr

We are seeking a Quality Assurance Manager to become an integral part of our team! Salary $60,000 ... Deadline and detail-oriented Apply on-line www.staffworkscny.com or call 315-735-5050

Central Point Partners

QA Manager

Denver, CO · On-site

Quality Assurance Manager The Quality Assurance (QA) Manager works as part of a dynamic team in a rapidly growing company. The QA Manager will be responsible for developing, leading and evolving the ...

Salvation Army

Quality Assurance Manager

Anchorage, AK · On-site

Salvation Army Clitheroe Center Reports To: Social Services Program Director/Dotted Line (indirect ... The Quality Assurance Manager works with staff to encourage continuous quality improvement to ...

FPC Decatur

Quality Assurance Manager

Houston, TX · On-site

Quality Assurance Manager Salary Range: $95K-$125K+ 12% Bonus Summary Of Job: We are seeking an experienced Quality Assurance Manager to lead quality management and continuous improvement initiatives ...

Maximus

Quality Assurance Manager

Topeka, KS · On-site

The Quality Assurance Manager will oversee quality assurance programs, ensure compliance with ... with call and voice monitoring platforms. - Experience with a large-scale telephony system ...

Eagle Railcar Management, LLC

Be Seen First

Quality Assurance Manager

Orange, TX · On-site

$85K - $95K/yr

The Quality Assurance Manager is responsible for leading the quality assurance program at the respective Eagle Railcar Services facility. The Quality Assurance Manager implements and maintains ...

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Call Center Quality Assurance Manager information

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

As of Aug 15, 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.

Supervisor, Customer Relations Quality Assurance

Hawaii Medical Service Association

Honolulu, HI • On-site

Full-time

Posted 17 days ago

Job description

  1. Oversee and manage the quality assurance program for Customer Relations contact center operations. Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience. Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits. Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards.
    Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings. Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies. Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements. Support a culture of continuous learning, accountability, and service excellence.
  2. Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes. Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments. Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer. Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement. Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies. Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
  3. Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives. Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines. Support the evaluation of training effectiveness and recommend enhancements based on QA trends. Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience. Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
  4. Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development. Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations. Facilitate QA calibration sessions to ensure scoring accuracy and consistency. Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
  5. Conduct regular audits of call center operations, quality results, and agent performance trends. Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement. Develop and deliver reports on key performance indicators, including but not limited to:
    • Quality scores
    • Average handle time
    • Call resolution
    • Customer satisfaction metrics
  6. Present insights and recommendations to Customer Relations leadership and cross-functional partners.
  7. Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.

  1. Bachelor's degree or equivalent combination of education and relevant experience.
  2. Three years of experience in a call center, quality assurance, training, or customer service environment.
  3. Prior experience conducting quality evaluations and providing performance-based feedback.
  4. One year of prior leadership experience.
  5. Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
  6. Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
  7. Excellent coaching, mentoring, and feedback skills.
  8. Strong understanding of customer experience principles and service standards.
  9. Ability to collaborate effectively across teams and influence positive change.
  10. Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
  11. Ability to prepare clear, data-driven reports and presentations.
  12. Experience with call monitoring, CRM, workforce management, and reporting tools preferred.

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