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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 ...

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 ...

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

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How much do call quality assurance jobs pay per hour?

As of Jun 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 jobs pay $500,000 a year in the US?

In the field of Call Quality Assurance, earning $500,000 annually is uncommon and typically requires senior-level positions, extensive experience, or roles in executive management within large organizations. Most QA roles in this area have lower base salaries, but high-level managers or consultants may reach or exceed this income through bonuses and profit sharing. Achieving such compensation often involves additional skills, certifications, and leadership responsibilities.

What does QA do in a call center?

In a call center, QA (Quality Assurance) staff evaluate customer interactions to ensure adherence to company standards, identify areas for improvement, and maintain service quality. They review call recordings, provide feedback to agents, and often use specialized tools to monitor performance and compliance.

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.

Is QA a difficult job?

Call Quality Assurance roles can be challenging as they require attention to detail, strong communication skills, and the ability to evaluate customer interactions objectively. The difficulty level depends on the complexity of the calls, the tools used, and the standards set by the employer, but it generally involves consistent focus and adherence to quality guidelines.

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.

How much is the salary of a QA?

The salary of a Call Quality Assurance (QA) specialist typically ranges from $30,000 to $60,000 per year, depending on experience, location, and the industry. Entry-level positions may start lower, while experienced QA professionals with certifications can earn higher salaries, especially in larger organizations or tech environments.

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

Quality Assurance Representative

CONSUMER DEFENSE PARTNERS LLC

Boynton Beach, FL

$21 - $24/hr

Full-time

PTO

Posted 15 days ago

Job description

Benefits:
  • Bonus based on performance
  • Opportunity for advancement
  • Paid time off
  • Training & development

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 CRMs
Compensation & Benefits

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