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Call Quality Assurance 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

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 ...

SupportNinja

Quality Assurance Specialist

Dallas, TX · On-site

Utilize call monitoring software and quality tools to assess agent performance effectively * Track ... Assurance Specialist? 1 year experience in quality assurance role or relevant experience Proven ...

ABM

Quality Assurance (QA) Manager

Kilgore, TX · On-site

The Quality Assurance (QA) Manager is responsible for developing, implementing, and maintaining ... If you have a disability and need assistance in completing the employment application, please call ...

New

PSG Global Solutions

Quality Assurance

Groton, CT · On-site

Perform a range of duties within the Pharm Sci QA group, associated with oversight and support of ... IF THIS IS THE JOB OPPORTUNITY FOR YOU GIVE ME A CALL AT 646-618-8925 ASAP! I want to know more ...

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Call Quality Assurance information

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How much do call quality assurance jobs pay per hour?

As of Sep 14, 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 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 are the key skills and qualifications needed to thrive as a call quality assurance specialist?

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 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.

Is call quality assurance a good entry-level job?

Call quality assurance roles are often suitable for entry-level candidates as they typically require basic communication skills and attention to detail. These positions may involve monitoring calls, providing feedback, and using quality management tools, making them accessible for those starting in customer service or call center environments.
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Call Quality Assurance jobs near you
Infographic showing various Call Quality Assurance job openings in the United States as of September 2026, with employment types broken down into 95% Full Time, and 5% Contract. Highlights an 85% In-person, 10% Hybrid, and 5% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

Call Center QA Manager

Irving, TX • On-site

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

Other

Posted 25 days ago

Job description

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 outsourced teams at Windows Acquisition Holdings Inc. The role requires 35+ 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.

Qualifications

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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