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Call Center Quality Coach Jobs (NOW HIRING)

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance ... QA/coaching programs to enhance agent performance and customer satisfaction. - Develop and maintain ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance ... QA/coaching programs to enhance agent performance and customer satisfaction. - Develop and maintain ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Manage real-time call center operations to optimize efficiency and effectiveness ... Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.

Ryder

Call Center Quality Coordinator I

Novi, MI · On-site

$14.50 - $15.25/hr

We are immediately hiring a Call Center Quality Coordinator 1 in Novi, MI for our Supply Chain Solutions division. Apply here today to speak with a Recruiter about the position and perks of joining ...

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Call Center Quality Coach information

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$36

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

As of Sep 10, 2026, the average hourly pay for call center quality coach in the United States is $24.74, according to ZipRecruiter salary data. Most workers in this role earn between $18.75 and $26.44 per hour, depending on experience, location, and employer.

What is a call center quality coach?

Call Center Quality Coaches are professionals responsible for monitoring, evaluating, and improving the performance of call center agents. They review recorded calls, provide feedback, and conduct coaching sessions to help agents meet quality standards and deliver excellent customer service. Their role is crucial in ensuring consistency, compliance, and customer satisfaction within the call center. In addition to coaching, they may also help develop training materials and contribute to process improvements.

What are the key skills and qualifications needed to thrive as a call center quality coach?

To thrive as a Call Center Quality Coach, you need expertise in call center operations, quality assurance protocols, and familiarity with performance metrics, often supported by experience in customer service or coaching roles. Proficiency with call monitoring software, CRM systems, and quality management tools is typically required. Strong communication, analytical thinking, and motivational skills are vital soft skills for effectively guiding agents and fostering improvement. These abilities ensure consistent service standards, help develop agent skills, and contribute to overall call center performance.

What are the most common challenges faced by call center quality coaches, and how can new hires effectively overcome them?

Call Center Quality Coaches often face challenges such as managing resistance to feedback, balancing coaching responsibilities with administrative tasks, and ensuring consistency in evaluation standards. New hires can overcome these challenges by building strong relationships with agents, using clear and constructive communication, and staying up-to-date with best practices in quality assurance. Additionally, leveraging data-driven insights and collaborating closely with team leaders helps ensure that coaching efforts are both effective and aligned with organizational goals.

What is the difference between Call Center Quality Coach vs Call Center Supervisor?

AspectCall Center Quality CoachCall Center Supervisor
Primary RoleFocuses on coaching agents to improve call quality and customer service skillsManages daily operations, oversees team performance, and handles escalations
Required CredentialsCustomer service experience, communication skills, training or coaching backgroundCustomer service experience, leadership skills, often supervisory certifications
Work EnvironmentPrimarily training rooms, call centers, one-on-one coaching sessionsCall center floor, team meetings, performance reviews
Employer & Industry UsageUsed in customer service centers across various industriesCommon in call centers, customer support, and sales teams

The Call Center Quality Coach primarily focuses on training and coaching agents to enhance call quality, while the Call Center Supervisor manages overall team performance and operations. Both roles require customer service experience, but the Quality Coach emphasizes skill development, whereas the Supervisor handles team management and performance metrics.

How to be a good call center quality coach?

A good call center quality coach evaluates agent performance through call monitoring and provides constructive feedback to improve service quality. They should have strong communication skills, knowledge of call center metrics, and the ability to train and motivate agents effectively. Familiarity with quality assurance tools and ongoing training certifications can enhance their effectiveness.

What cities are hiring for Call Center Quality Coach jobs?

Cities with the most Call Center Quality Coach job openings:

What states have the most Call Center Quality Coach jobs?

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

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

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

Infographic showing various Call Center Quality Coach 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 $51,453 per year, or $24.7 per hour.

Call Center QA Manager

Irving, TX • On-site

Windows USA
Construction • 501 - 1,000 employees
Learn more about Windows USAexternal

Full-time

Posted 22 days ago

Key responsibilities

  • Own telephony technology to ensure seamless communication and operations within the call center.

  • Manage real-time call center operations to optimize efficiency and effectiveness.

  • Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.

Job description

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 experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Key Responsibilities:
- Own telephony technology to ensure seamless communication and operations within the call center.
- Manage real-time call center operations to optimize efficiency and effectiveness.
- Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
- Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
- Evaluate vendor performance to ensure alignment with company standards and goals.
- Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.
Required Education:
- Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Required Experience:
- 3-5+ years of experience in a call center, contact center, or workforce management role.
- Meaningful experience in quality assurance, real-time operations, or vendor management.
- Proven track record of improving contact center outcomes.
- Experience with Five9/Balto technology.
Required Skills and Abilities:
- Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
- Ability to manage telephony technology and real-time call center operations effectively.
- Proficient in QA/coaching and reporting to enhance performance.
- Capability to oversee vendor performance and drive continuous improvement initiatives.
- Autonomous working style with a focus on achieving set goals and objectives.
Equal Employment Opportunity EEO Statement
Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law.
ADA Accommodations
Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources.
At-Will Employment Statement
This position does not create a contract of employment.
Background Check Disclosure
Employment is contingent upon completion of background verification, where permitted by law and based on business necessity.
Disclaimers
This description is intended to outline the general nature of the role.
OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations.
Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.

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