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Call Quality Assurance Jobs (NOW HIRING)

MarketSource inc

QA Coordinator

Alpharetta, GA

Call Monitoring & Evaluation: Monitor and evaluate inbound and outbound calls to assess compliance ... Conduct regular QA audits of customer service interactions, documents, and processes to ensure ...

MarketSource inc

QA Coordinator

Alpharetta, GA · On-site

Call Monitoring & Evaluation: Monitor and evaluate inbound and outbound calls to assess compliance ... Conduct regular QA audits of customer service interactions, documents, and processes to ensure ...

A-Line Staffing Solutions

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Quality Assurance Technician

Tempe, AZ · On-site

$21/hr

If you think this Quality Assurance Technician position is a good fit for you, please reach out to me - feel free to call, e-mail, or apply to this posting!

MarketSource inc

QA Coordinator

Alpharetta, GA

Call Monitoring & Evaluation: Monitor and evaluate inbound and outbound calls to assess compliance ... Conduct regular QA audits of customer service interactions, documents, and processes to ensure ...

Express Employment

Quality Assurance

Kalispell, MT · On-site

$21/hr

No prior QA experience required-full training provided Physical Requirements * Ability to lift up ... Apply today or call Express Employment Professionals at 406‑257‑2255 to get started. Express ...

PSG Global Solutions

Quality Assurance

Groton, CT

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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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
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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
Call Center Quality Analyst

Call Center Quality Analyst

Virginia Housing Development Authority

Richmond, VA • Hybrid

Full-time

Posted 10 days ago

Job description

Overview

Join Virginia Housing and help make a difference as a Call Center Quality Analyst.

This important role will perform Call Quality Analyst functions for five Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls each day. This includes the ability to perform repetitive tasks while providing excellent results. This position requires a highly motivated Quality Assurance Analyst that works with integrity and presents all call monitoring results accurately in an unbiased and professional manner.

Virginia Housing is one of the nation's leading housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our lending and grant programs.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

To be successful in this role you must possess:

  • High School Diploma or GED
  • Minimum 3 years single family mortgage servicing experience, default and/or performing loans
  • Extensive knowledge with single family ICE/Black Knight Director Servicing system
  • Exceptional analytical skills, with attention to detail.
  • Goal-oriented with the ability to prioritize duties.
  • Effectively utilize Microsoft office, including proficiency utilizing formulas in Excel. 
  • Ability to interpret data and accurately compose results. 
  • Excellent Communication - verbal and written
  • Integrity
  • Reliability
  • Discretion & Judgement
  • Results Oriented

 

The ideal candidate would also have experience in:

  • Call Monitoring Quality Assurance experience preferred but not required
  • Call Center experience preferred but not required
  • Bilingual English and Spanish preferred but not required

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on June 30, 2026.

Hiring Range: $54,000 to $72,500

A background check will be performed as a condition of employment.

A Conflict-of-Interest Act Disclosure form and Secondary Employment Disclosure form will need to be completed as a condition of employment.

Virginia Housing requires associates to live and work within the Commonwealth of Virginia.

Internal applicants 

(MR-4) Please review relevant HR policy under 'Employment Practices' on the Zone before applying. 

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

V3 Certified Military friendly employer

#LI-BM1

#LI-hybrid

Employment Type: FULL_TIME

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