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Call Center Quality Auditor Jobs (NOW HIRING)

Windows USA

Call Center QA Manager

Irving, TX · On-site

Call Center QA Manager Irving, TX 75062 Overview Position Type: Full Time Description Job Purpose: Seeking a Call Center QA Manager to own technology, processes, and performance across internal and ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

IRVING, TX 75062 Position Type: Full Time Job Purpose - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...

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Call Center Quality Auditor information

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$12

$38

$143

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

As of Sep 14, 2026, the average hourly pay for call center quality auditor in the United States is $38.60, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $32.69 per hour, depending on experience, location, and employer.

What is a call center quality auditor?

Call Center Quality Auditors are professionals responsible for monitoring and evaluating the performance of call center agents to ensure that customer service standards are met. They listen to recorded or live calls, review chat transcripts, and assess agent interactions based on predefined criteria such as accuracy, professionalism, and compliance with company policies. Their feedback helps improve agent performance, customer satisfaction, and overall call center efficiency. Additionally, they work closely with management to identify training needs and implement quality improvement initiatives.

What skills and qualifications are needed to thrive as a call center quality auditor?

To thrive as a Call Center Quality Auditor, you need a thorough understanding of call center operations, quality assurance processes, and strong analytical skills, often supported by experience or relevant certifications in quality management. Familiarity with quality monitoring software, CRM systems, and call recording tools is typically required. Attention to detail, objectivity, and effective communication help auditors provide actionable feedback and foster continuous improvement. These skills are essential for ensuring consistent service standards, regulatory compliance, and enhanced customer satisfaction in call center environments.

What are common challenges faced by call center quality auditors, and how can they be addressed?

Call Center Quality Auditors often face challenges such as balancing consistency in evaluations across different agents, handling large volumes of call data, and providing constructive feedback without discouraging staff. To address these challenges, auditors typically use standardized evaluation forms, collaborate closely with team leaders, and undergo regular calibration sessions to ensure fair assessments. Building strong communication skills and staying updated on company policies also help create a supportive environment that drives continuous improvement across the team.

What is the difference between Call Center Quality Auditor vs Call Center Agent?

AspectCall Center Quality AuditorCall Center Agent
Primary RoleEvaluates and monitors call quality, ensures compliance, provides feedbackHandles customer inquiries, provides information, resolves issues
Required SkillsCommunication, analytical skills, attention to detailCustomer service, communication, problem-solving
Work EnvironmentOffice-based, monitoring calls or recordingsOffice or remote, direct customer interaction
CertificationsCustomer service or quality assurance certifications beneficialCustomer service training often required

The main difference between a Call Center Quality Auditor and a Call Center Agent is that the auditor focuses on evaluating call quality and compliance, while the agent handles direct customer interactions. Both roles require strong communication skills, but the auditor emphasizes monitoring and feedback, whereas the agent emphasizes customer support.

What states have the most Call Center Quality Auditor jobs?

States with the most job openings for Call Center Quality Auditor jobs include:

What are popular job titles related to Call Center Quality Auditor jobs?

For Call Center Quality Auditor jobs, the most frequently searched job titles are:

Infographic showing various Call Center Quality Auditor job openings in the United States as of September 2026, with employment types broken down into 2% As Needed, 80% Full Time, 14% Part Time, 3% Contract, and 1% Nights. Highlights an 83% Physical, 1% Hybrid, and 16% Remote job distribution, with an average salary of $80,278 per year, or $38.6 per hour.

Auditor, Support Center Quality - Remote (Bilingual Spanish)

Remote

Molina Healthcare
Health Care and Social Assistance • 10K+ employees
Learn more about Molina Healthcareexternal

$14.76 - $31.97/hr

Full-time

Posted 10 days ago

Molina Healthcare rating

8.0

Company rating: 8.0 out of 10

Based on 199 frontline employees who took The Breakroom Quiz

Job description


  • JOB DESCRIPTION Job Summary

Provides support for call center quality and excellence through auditing activities including: monitoring and assessing customer interactions of support center representatives, documenting performance strengths and weaknesses, identifying immediate compliance issues, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals.
Essential Job Duties
• Facilitates call monitoring and assessment of call center representatives for both inbound and outbound calls for the member and provider support center.
• Participates in call calibration exercises and internal listening sessions.
• Assists quality leadership in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Provides regular feedback to quality leadership regarding call trends or compliance issues that arise.
• Collaborates with quality leadership to continually define quality assurance guidelines.
• Ensures internal and external customer interactions are handled in compliance with established procedures and standards.
• Demonstrates subject matter expertise in all business segments that require auditing (Medicaid, Medicare, Marketplace).
• Offers suggestions for process improvement and exceptional customer experience.
• Assists with the creation and updating of support center procedure/training manuals.
• Maintains overall objectivity in supporting consistent and superior customer service.
Experience coaching and developing employees, including providing 1:1 performance feedback related to quality, customer experience, and performance improvement. Previous coaching experience in a Quality, Lead, Trainer, or Supervisory capacity is preferred.
Provides inbound phone support as needed based on business and operational needs. Team members may be required to assist with call handling on designated days or during periods of increased call volume.
Required Qualifications
• At least 2 years of progressive work experience in quality assurance/auditing, call center, and/or customer service experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
• Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
• Customer service skills, including ability to conduct thorough research while maintaining coherent conversation with customers.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.
Preferred Qualifications
• Progressive auditing work experience in call center quality assurance.
• Managed care experience.
To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V

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About Molina Healthcare

Sourced by ZipRecruiter

Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Long Beach, CA, US

Year founded

1980

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