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Call Quality Assurance Jobs (NOW HIRING)

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · On-site

$19/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...

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 ...

Adecco

Quality Assurance

Morrisville, NC

$18.50 - $18.88/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

For Quality Assurance in Durham, Cary, and Morrisville - RTP. These opportunities come with ... Call: 919-572-2662 Walk-In Applications Welcome: 9am- 3pm / M-F 105 W NC-54, Suite 279 (next to ...

Staffworks CNY

Quality Assurance Manager

Utica, NY

$60K/yr

We are seeking a Quality Assurance Manager to become an integral part of our team! Salary $60,000 ... Deadline and detail-oriented Apply on-line www.staffworkscny.com or call 315-735-5050

Openwork

Quality Assurance

Macon, GA

Openwork is currently engaged in a search to find a QA Technician (Food Safety & Quality) in Macon ... PAY IS $ 16.00 + Email us: kim.dial@openwork.com Call us:770-504-3312 About Openwork: Openwork is a ...

Verstela

Quality Assurance Technician

Milton, FL

$18 - $20/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Paid time off If you're interested in this Quality Assurance Technician job apply today or to learn more call 623-269-9296 This client participates in the E-Verify program. Learn more at E-Verify.gov.

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Call Quality Assurance information

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How much do call quality assurance jobs pay per hour?

As of Aug 18, 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.
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 August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

Quality Assurance Representative

CONSUMER DEFENSE PARTNERS LLC

Boynton Beach, FL

$21 - $24/hr

Full-time

PTO

Re-posted 19 days ago

Job description

We are seeking a detail-oriented Quality Assurance Representative to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.
The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills.
Key Responsibilities

  • Monitor and evaluate inbound and outbound client calls to ensure adherence to company policies, scripts, and regulatory requirements.
  • Review client files, enrollment documents, and communications for accuracy, completeness, and compliance.
  • Ensure compliance with applicable regulations including TCPA, FDCPA, and other consumer protection standards.
  • Identify trends, risks, and areas of improvement within sales and customer service teams.
  • Provide detailed QA feedback and scoring to representatives and management.
  • Assist with training initiatives and coaching opportunities based on QA findings.
  • Maintain accurate records of QA reviews and audit results.
  • Escalate compliance concerns or potential violations to management.
  • Collaborate with operations, compliance, and training teams to improve processes and customer experience.
Qualifications

  • 2+ years of Quality Assurance experience in a call center environment (debt settlement or financial services preferred)
  • Strong understanding of debt settlement processes and compliance requirements
  • Familiarity with TCPA, FDCPA, and consumer protection regulations preferred
  • Excellent attention to detail and analytical skills
  • Ability to provide constructive feedback and coaching
  • Strong written and verbal communication skills
  • Proficiency with CRM systems and call monitoring tools
  • Ability to manage multiple tasks in a fast-paced environment
Preferred Experience

  • Experience working within a debt settlement or debt relief company
  • Experience auditing sales, customer service, and retention calls
  • Experience auditing client files for accuracy and compliance
  • Experience working in CRM’s
Compensation & Benefits

  • Competitive salary based on experience
  • Performance-based incentives
  • Paid time off and company holidays
  • Opportunities for growth within a rapidly expanding organization