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Call Quality Assurance Jobs (NOW HIRING)

Convey Health Solutions

Non Call QA Analyst

Sunrise, FL · On-site

The QA Analyst NC will provide the highest level of support to ensure that Convey Health Solutions Non Call Operations quality and performance improvement goals are met through process auditing.Under ...

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How much do call quality assurance jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for call quality assurance in the United States is $23.49, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $24.04 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Quality Assurance specialist, and why are they important?

To thrive as a Call Quality Assurance specialist, you need a solid understanding of customer service protocols, quality assurance standards, and relevant industry regulations, often supported by a background in customer service or a related field. Experience with call recording software, CRM systems, and quality monitoring tools is typically required. Attention to detail, analytical thinking, and strong communication skills help you effectively evaluate calls and provide actionable feedback. These competencies are crucial for ensuring consistent service quality, regulatory compliance, and continuous improvement in customer interactions.

What are some common challenges faced by Call Quality Assurance professionals, and how can they be addressed?

Call Quality Assurance professionals often encounter challenges such as maintaining objectivity while evaluating calls, managing large volumes of recordings, and ensuring feedback is constructive and actionable. Balancing consistency in scoring while adapting to updates in scripts or compliance standards is also crucial. These challenges can be addressed by using standardized evaluation forms, regular calibration sessions with team members, and ongoing training to stay current with best practices. Effective communication skills and a collaborative attitude help in building trust with agents and ensuring continuous improvement.

What is Call Quality Assurance?

Call Quality Assurance (QA) refers to the process of monitoring and evaluating customer service calls to ensure they meet company standards and provide a positive customer experience. QA specialists review calls to assess communication skills, adherence to scripts, problem resolution, and compliance with policies. The goal is to identify areas for improvement, provide feedback to agents, and maintain high-quality service. Effective call QA helps businesses enhance customer satisfaction, reduce errors, and support employee development.

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

AspectCall Quality AssuranceCall Center Agent
Primary RoleMonitor and evaluate call quality to ensure compliance and improve serviceHandle customer calls, provide information, and resolve issues
Required SkillsCommunication skills, attention to detail, knowledge of quality standardsCustomer service, communication, problem-solving
Work EnvironmentSupervisory, quality control teams within call centersFrontline customer service in call centers
CertificationsOften requires knowledge of industry standards, quality assurance trainingCustomer service certifications may be beneficial

Call Quality Assurance professionals focus on evaluating and improving call interactions, ensuring standards are met. Call Center Agents handle customer interactions directly. While both roles are essential in call centers, QA specialists oversee quality, whereas agents engage with customers.

More about Call Quality Assurance jobs
What cities are hiring for Call Quality Assurance jobs? Cities with the most Call Quality Assurance job openings:
What states have the most Call Quality Assurance jobs? States with the most job openings for Call Quality Assurance jobs include:
What job categories do people searching Call Quality Assurance jobs look for? The top searched job categories for Call Quality Assurance jobs are:
Call Quality Assurance jobs near you
Infographic showing various Call Quality Assurance job openings in the United States as of May 2026, with employment types broken down into 1% Locum Tenens, 93% Full Time, 4% Part Time, and 2% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.
Non Call QA Supervisor

Non Call QA Supervisor

Convey Health Solutions

Sunrise, FL

Full-time

Posted 8 days ago

Job description

Company Description

Convey Health Solutions is a BPO serving several Medicare Healthcare companies. At Convey Health Solutions, we're experts in highly-compliant member enrollment, service and administration support (Medicare, Medicaid and Commercial / EGWP). For over a decade, we've managed very large-scale end-to-end health insurance processes for our business clients - from eligibility and enrollment processing to service, premium billing and payment processing, reconciliation and other related services.

Job Description

The Non Call Quality Assurance Supervisor will provide the highest level of support to ensure that Convey Health Solutions Non Call Operations quality and performance improvement goals are met through process reconciliation, auditing, root cause analysis, process monitoring, and trend analysis. Under the guidance and direction of the Non-Call Quality Assurance Manager, the Non Call Quality Assurance Supervisor is expected to supervise overall team members and workflow management. This position is also responsible for the delivery and completion of all Non-Call QA projects. Must also understand all Medicare products and processes as well as demonstrate knowledge of all department systems, e.g. Convey Health Solutions Medicare Service Platform System, Client Rx Claims System, ADP-Payroll System, in addition to CMS's database system. This individual must be able to provide appropriate assistance to team members as needed. This position is responsible for monitoring all Non Call transactions ensuring accurate processing of all transactions as well as adherence to CMS regulatory requirements if required. The incumbent will ensure that we are providing a superior level of service to our internal and external customers in an environment that is empowering, creative and constantly improving. In addition this individual will collaborate with the Program Managers, Business Analyst, and PMO and others during implementation of new processes or process improvement efforts and system modifications to support new business and client Service Level Agreements (SLA).

Qualifications

Degree Bachelors Preferred major/area of study Quality Assurance / Business Number of years of supervisory/management experience (if any) 2 years minimum Number of years of experience 3 + Type of experience - Requires:

Health Care Administration Business, related field or equivalent extensive experience in lieu of degree.

Minimum 2 years administrative management experience in a company with interactive CMS contact.

Minimum one year quality assurance and or training experience.

Advanced knowledge of Medicare regulations and processes is required.

Must have excellent oral and written skills.

Knowledge of Medicare Requirements and use of CMS systems.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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