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Customer Service Quality Assurance Jobs (NOW HIRING)

DigiCert

Customer Service Quality Strategist

Lehi, UT · On-site

$92K/yr

Design, implement, and continuously improve the Customer Service Quality Assurance program leveraging AI. * Maintain and evolve quality frameworks, evaluation methodologies, scorecards, calibration ...

New

SteerBridge

Quality Assurance Lead

Vienna, VA · Hybrid

$110K - $140K/yr

Establish quality standards, scorecards, and evaluation methodologies across customer service and ... Develop Quality Assurance processes and procedures. Quality Systems, Process Design & Customer ...

MARYLAND ENERGY ADVISORS

QA/QC Specialist

Newark, NJ · On-site

$70K - $80K/yr

QA/ QC Specialist, NJ Maryland Energy Advisors (MDEA) is a rapidly growing energy management firm ... Experience with customer service and complaint resolution processes. * Bilingual in English and ...

Adecco

Quality Assurance

Durham, NC

$18.50/hr

While working as a QA Trainer for Adecco at our local Customer, you will earn $18.50/hour and ... Strong communication, organizational, customer service, problem-solving, and decision-making skills.

Adecco

Quality Assurance

Durham, NC

$18.50/hr

While working as a QA Trainer for Adecco at our local Customer, you will earn $18.50/hour and ... Strong communication, organizational, customer service, problem-solving, and decision-making skills.

EnrollHere

Quality Assurance (QA) Manager

Pinehurst, NC · On-site

You'll work cross-functionally with Engineering, Sales, Customer Success, and external partners in ... Develops, implements, and maintains QA strategies, policies, and procedures to ensure the delivery ...

Leidos

Quality Assurance (QA) Lead

Merrifield, VA · On-site

$92K - $166K/yr

... services, and operations processes. The QA Lead will be responsible for developing and implementing quality standards and procedures to ensure compliance with customer expectations, contractual ...

Leidos

Quality Assurance (QA) Lead

Chantilly, VA · On-site

$92K - $166K/yr

... services, and operations processes. The QA Lead will be responsible for developing and implementing quality standards and procedures to ensure compliance with customer expectations, contractual ...

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Customer Service Quality Assurance information

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$38K

$118.1K

$179K

How much do customer service quality assurance jobs pay per year?

As of Jul 17, 2026, the average yearly pay for customer service quality assurance in the United States is $118,074.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,000.00 and $144,500.00 per year, depending on experience, location, and employer.

Which pays more, QA or QC?

In the context of Customer Service Quality Assurance roles, QA (Quality Assurance) positions typically offer higher salaries than QC (Quality Control) roles due to their focus on process improvement and prevention. QA roles often require analytical skills and may involve certifications like Six Sigma, which can also influence pay levels. Salary differences can vary based on industry, experience, and location.

What is the role of QA in customer service?

In customer service, QA (Quality Assurance) involves monitoring and evaluating interactions between representatives and customers to ensure adherence to company standards, policies, and quality metrics. QA analysts identify areas for improvement, provide feedback, and help develop training to enhance service consistency and customer satisfaction.

What is a Customer Service Quality Assurance job?

A Customer Service Quality Assurance (QA) job involves monitoring and evaluating customer interactions to ensure service standards are met. QA specialists analyze calls, chats, and emails to assess agent performance, provide feedback, and identify areas for improvement. They help maintain consistency, enhance customer satisfaction, and support training efforts. The role also involves creating reports, tracking key performance metrics, and recommending process improvements.

What are some typical daily responsibilities for someone working in Customer Service Quality Assurance?

As a Customer Service Quality Assurance specialist, your daily tasks often include monitoring live or recorded interactions between customers and service representatives, evaluating them against standardized quality criteria, and providing actionable feedback to team members. You may also be responsible for creating reports on quality trends, identifying training opportunities, and collaborating with team leads or trainers to implement improvements. Additionally, you might participate in calibration sessions to ensure consistency in scoring and develop guidelines to enhance the customer experience. This role involves both independent analysis and active collaboration with the wider customer service team.

Is QA a good entry level job?

Customer Service Quality Assurance roles are often suitable for entry-level candidates as they typically require strong communication skills and attention to detail rather than extensive experience. These positions can provide a foundation in quality standards, customer interaction, and performance monitoring, making them accessible for those starting their careers in customer service or quality assurance. Certifications in quality management or familiarity with call center tools can be beneficial but are not always required for entry-level positions.

What are the top 3 skills for a quality assurance specialist?

A customer service quality assurance specialist needs strong communication skills to evaluate interactions effectively, attention to detail to identify issues accurately, and analytical abilities to interpret data and improve service quality. Familiarity with quality assurance tools and understanding customer service standards are also important for success in this role.

What are the key skills and qualifications needed to thrive in the Customer Service Quality Assurance position, and why are they important?

To thrive as a Customer Service Quality Assurance professional, you need expertise in quality monitoring, process evaluation, and understanding customer service metrics, often supported by a background in customer service or a related field. Familiarity with quality management software, CRM systems, and tools like speech analytics or call recording platforms is highly beneficial. Strong attention to detail, analytical thinking, and effective communication are standout soft skills for this role. These skills are vital for ensuring consistent service standards, identifying areas for improvement, and supporting a culture of continuous quality enhancement within customer service teams.

More about Customer Service Quality Assurance jobs
What cities are hiring for Customer Service Quality Assurance jobs? Cities with the most Customer Service Quality Assurance job openings:
What are the most commonly searched types of Customer Service Quality Assurance jobs? The most popular types of Customer Service Quality Assurance jobs are:
What states have the most Customer Service Quality Assurance jobs? States with the most job openings for Customer Service Quality Assurance jobs include:
What job categories do people searching Customer Service Quality Assurance jobs look for? The top searched job categories for Customer Service Quality Assurance jobs are:
Customer Service Quality Assurance jobs near you
Infographic showing various Customer Service Quality Assurance job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 90% Full Time, 7% Part Time, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $118,074 per year, or $56.8 per hour.
Customer Service Quality Strategist

Customer Service Quality Strategist

DigiCert

Lehi, UT • On-site

$92K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

New

Job description

Job summary

The Customer Service Quality Strategist is a technical individual contributor within the Customer Service Enablement organization responsible for improving frontline performance through quality assurance, operational insights, systems optimization, and technology enablement.

This role serves as the intersection between frontline teams, quality programs, and customer service technology. The Customer Service Quality Strategist will establish and mature the quality function while leveraging technical expertise and AI to identify opportunities for process improvement, automation, workflow optimization, and enhanced tooling experiences.

As the first role of its kind within Enablement, this individual will act as both a quality leader and a technical advisor, ensuring that customer service systems, tools, and processes support exceptional customer experiences and frontline effectiveness.

What you will do

Key responsibilities

Quality Strategy & Program Development

  • Design, implement, and continuously improve the Customer Service Quality Assurance program leveraging AI.
  • Maintain and evolve quality frameworks, evaluation methodologies, scorecards, calibration standards, and governance processes.
  • Establish measurable quality standards that align to business objectives and customer outcomes.
  • Drive consistency in quality evaluations across teams and regions.
  • Translate quality insights into strategic recommendations and operational improvements.

Frontline Performance Improvement

  • Analyze customer interactions across channels to identify coaching opportunities and systemic issues.
  • Partner with frontline leaders to improve quality outcomes through targeted recommendations.
  • Translate quality findings into actionable development opportunities for agents and teams.
  • Support continuous improvement initiatives that improve customer experience and operational effectiveness.

Systems & Tools Optimization

  • Act as a frontline advocate for customer service systems, tools, workflows, and processes.
  • Identify gaps in tooling, automation, workflows, and knowledge resources impacting quality or efficiency.
  • Partner with Enablement, Operations, Product, and Technology teams to recommend enhancements aligned to frontline needs.
  • Participate in testing, validation, and adoption of new systems, tools, and processes.
  • Ensure quality considerations are incorporated into service workflows and operational processes.

Insights & Reporting

  • Develop dashboards and reporting frameworks that provide visibility into quality performance, trends, and business impact.
  • Leverage qualitative and quantitative data to identify root causes behind customer and employee pain points.
  • Present findings and recommendations to leadership and stakeholders.
  • Measure the effectiveness of quality initiatives and improvement programs.

Cross-Functional Partnership

  • Collaborate with Customer Service Leadership, Training, Knowledge Management, Workforce Management, GTM Operations, and Product teams.
  • Influence organizational decisions through data-driven recommendations.
  • Serve as a trusted advisor on quality, customer experience, and frontline effectiveness.
  • Champion a culture of continuous improvement and customer-centric thinking.

Success Measures

Within the first 12 months, the Customer Service Quality Strategist will:

  • Establish a scalable quality framework and governance model.
  • Create meaningful quality reporting and executive-level insights.
  • Improve quality consistency across frontline teams.
  • Identify and influence key systems and process improvements.
  • Increase frontline confidence in quality evaluations and feedback.
  • Demonstrate measurable improvements in customer experience and operational effectiveness.

What you will have

  • 5+ years of technical experience in Customer Service, Customer Experience, Quality Assurance, Enablement, Operations, or related disciplines.
  • Experience conducting quality evaluations and performance analysis.
  • Strong analytical and problem-solving skills.
  • Experience working with customer support technologies and operational processes.
  • Excellent communication, facilitation, and stakeholder management skills.
  • Experience translating insights into business recommendations.

Nice to have

  • Experience building or maturing quality programs.
  • Experience supporting enterprise customer support organizations.
  • Familiarity with customer service platforms such as Salesforce, Zendesk, ServiceNow, Gainsight, or similar.
  • Experience with reporting and analytics tools such as Tableau, Power BI, Looker, or similar.
  • AI tooling related to quality management or similar.

Benefits

  • Competitive compensation and comprehensive health, dental, and vision coverage 
  • Retirement savings programs with company matching (401(k) or RRSP) 
  • Generous paid time off, including holidays, and vacation 
  • Paid parental leave and family support benefits 
  • Life and disability coverage 
  • Flexible spending and health savings options (where applicable) 
  • Health and wellness support, including gym reimbursement and wellness programs 
  • Employee Assistance Program with 24/7confidential support for employees and families 
  • Education assistance and professional development opportunities 
  • Access to LinkedIn Learning and continuous learning resources 
  • Employee referral bonus program and additional company perks and discounts 
  • Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
  • Business travel insurance and global employee support programs 

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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