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Call Center Quality Assurance Jobs in Rochester, NY

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How much do call center quality assurance jobs pay per hour?

As of Aug 27, 2026, the average hourly pay for call center quality assurance in Rochester, NY is $23.17, according to ZipRecruiter salary data. Most workers in this role earn between $19.47 and $23.70 per hour, depending on experience, location, and employer.

What is a call center quality assurance?

A Call Center Quality Assurance (QA) job involves monitoring and evaluating customer interactions to ensure compliance with company policies, industry standards, and customer satisfaction goals. QA specialists analyze calls, chats, or emails to assess agent performance, provide constructive feedback, and identify areas for improvement. They help maintain service quality, enhance customer experience, and ensure adherence to compliance guidelines. Additionally, they may develop training materials and recommend process improvements based on performance trends.

What are the typical daily responsibilities of a call center quality assurance professional?

As a Call Center Quality Assurance professional, your daily tasks will usually include monitoring live or recorded calls, evaluating agent interactions against established standards, and documenting your findings. You’ll often collaborate closely with team leaders and trainers to share performance insights and recommend specific coaching or training opportunities for agents. In addition, you may help develop evaluation forms, participate in calibration sessions to ensure scoring consistency, and track quality metrics for reporting purposes. This role is important for maintaining excellent customer service and supporting agents’ ongoing development.

What are the key skills and qualifications needed to thrive in the call center quality assurance position?

To thrive as a Call Center Quality Assurance professional, you need strong analytical abilities, attention to detail, and experience in reviewing and evaluating interactions, typically supported by a background in customer service or quality assurance. Familiarity with call recording software, quality monitoring tools, and CRM systems is often required, with additional certifications like Six Sigma or COPC considered a plus. Excellent communication, objectivity, and the ability to provide constructive feedback are key soft skills that distinguish successful candidates. These competencies are vital to ensuring high service standards, identifying areas for agent improvement, and enhancing overall customer satisfaction.

What are the most commonly searched types of Call Center Quality Assurance jobs in Rochester, NY?

The most popular types of Call Center Quality Assurance jobs in Rochester, NY are:

What are popular job titles related to Call Center Quality Assurance jobs in Rochester, NY?

For Call Center Quality Assurance jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Call Center Quality Assurance jobs in Rochester, NY look for?

The top searched job categories for Call Center Quality Assurance jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Call Center Quality Assurance jobs?

Cities near Rochester, NY with the most Call Center Quality Assurance job openings:

Call Center Quality Assurance jobs near you
Infographic showing various Call Center Quality Assurance job openings in Rochester, NY as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 14% Part Time, 5% Contract, and 1% Nights. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $48,202 per year, or $23.2 per hour.

Call Center Representative

Rochester, NY • On-site

ISAAC Heating and Air Conditioning
201 - 500 employees
Learn more about ISAAC Heating and Air Conditioningexternal

$22 - $23/hr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 12 days ago

Job description

Call Center Representative

Isaac Heating & Air Conditioning is seeking Call Center Representatives for their Rochester, NY location. The customer service representative plays a crucial role in the organization by directly interacting with customers, ensuring exceptional customer service, and fostering positive interactions with all callers.

What Can We Offer You?
  • Competitive base pay of $22.00-23.00/hr
  • Medical, Dental, and Vision Insurance
  • 401k Retirement Plan with Company Match
  • Paid vacation and sick time, paid holidays
  • Opportunities for growth and advancement
  • Consistent schedule and work/life balance

For over 75 years, Isaac Heating and Air Conditioning has worked diligently to meet the changing heating and air conditioning needs of homeowners and businesses in Upstate and Central New York. Isaac is one of the nation's largest privately held HVAC/R contractors and services over 35,000 clients a year. Creating an enjoyable experience met with anticipation results in an environment where our team, clients, and community can comfortably grow, prosper, succeed, and improve their quality of life. Isaac partners with leading HVAC and plumbing companies throughout the United States, providing the support and resources of a large national company.

Responsibilities
  • Answer or make calls to clients to learn about and address their needs, concerns, or other questions about products or services
  • Respond efficiently and accurately, engaging in active listening to callers to provide assistance while helping them feel supported and valued
  • Schedule or update appointments in the computer system
  • Document clear and concise notes in clients' profiles in order to communicate precisely to the technicians and technical leadership team
  • Understand and strive to meet Contact Center metrics while providing excellent customer service
Job Qualifications
  • High school diploma or equivalent required
  • Minimum of 1 year of customer service experience required
  • Prior in-house call center experience strongly preferred
Competencies
  • Strong multitasking abilities
  • Excellent written, verbal, and active listening skills
  • Strong administrative skills
  • Strong organizational skills
  • Ability to work individually and as part of a team
  • Problem-solving skills

The starting pay range for this position is $22.00 - 23.00 per hour. This is the range of the base pay only, it does not include other components that make up the total compensation package of the position. If offered a position, your total compensation package will be determined by experience, location, skills, and/or education, which may result in a total compensation package that falls outside of the provided range.

This employer participates in E-Verify to verify the employment eligibility of all new hires. E-Verify is a federal program that compares information from Form I-9 to government records to confirm employment eligibility.

Isaac Heating & Air Conditioning (subsidiaries and affiliates) is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy, or maternity, protected veteran status, or any other status protected by applicable national, federal, state, or local law.

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