Description JOB SUMMARY The Customer Experience Platform & QA Analyst administers MCC ... Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service ...
Description JOB SUMMARY The Customer Experience Platform & QA Analyst administers MCC ... Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service ...
We believe that success is a measure of performance; therefore, we help customers envision and ... Title : Sr. Service QA Analyst Location : Minneapolis, MN Duration : 6 Months Senior Service ...
We believe that success is a measure of performance; therefore, we help customers envision and ... Title : Sr. Service QA Analyst Location : Minneapolis, MN Duration : 6 Months Senior Service ...
We are seeking a Quality Assurance Customer Service Manager for our First Quality Products Company, working remotely. This position will be responsible for providing technical expertise and support ...
We are seeking a Quality Assurance Customer Service Manager for our First Quality Products Company, working remotely. This position will be responsible for providing technical expertise and support ...
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
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
From technical services and wireline to rentals and accommodations, we keep our customers ... A strong background in equipment inspection, maintenance or quality assurance. PREFERRED ...
From technical services and wireline to rentals and accommodations, we keep our customers ... A strong background in equipment inspection, maintenance or quality assurance. PREFERRED ...
As a Service Excellence Quality Assurance Analyst , you will act as an independent guardian of ... Minimum of 1 year of experience in quality assurance, preferably in a customer service or related ...
As a Service Excellence Quality Assurance Analyst , you will act as an independent guardian of ... Minimum of 1 year of experience in quality assurance, preferably in a customer service or related ...
As a Service Excellence Quality Assurance Analyst , you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery ...
As a Service Excellence Quality Assurance Analyst , you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery ...
... customer satisfaction. Provide education, product and service information while ensuring a satisfactory resolution. Other key responsibilities include: managing product returns, identifying quality ...
... customer satisfaction. Provide education, product and service information while ensuring a satisfactory resolution. Other key responsibilities include: managing product returns, identifying quality ...
Quality Assurance (QA) Specialist
Fort Thompson, SD · On-site +1
- Quality Assurance (QA) Specialist Organization: Dakota Economic Development Corporation (DEDC ... Evaluate customer service accuracy, professionalism, policy adherence, and regulatory compliance ...
Quality Assurance (QA) Specialist
Fort Thompson, SD · On-site +1
- Quality Assurance (QA) Specialist Organization: Dakota Economic Development Corporation (DEDC ... Evaluate customer service accuracy, professionalism, policy adherence, and regulatory compliance ...
Leads training and awareness programs on service quality, safety, and regulatory requirements ... Focus on proactive compliance, risk mitigation, and customer satisfaction. * Strong interpersonal ...
Leads training and awareness programs on service quality, safety, and regulatory requirements ... Focus on proactive compliance, risk mitigation, and customer satisfaction. * Strong interpersonal ...
Quality Assurance Evaluator
$24.04 - $26.44/hr
Customer Contact Quality Evaluator (Call Center QA) Start Date: July 27th Location: Englewood, CO ... Evaluate customer service interactions by listening to calls and reviewing emails to ensure ...
Quality Assurance Evaluator
$24.04 - $26.44/hr
Customer Contact Quality Evaluator (Call Center QA) Start Date: July 27th Location: Englewood, CO ... Evaluate customer service interactions by listening to calls and reviewing emails to ensure ...
Customer Service Quality Manager
$103K - $181K/yr
Parsons is seeking a Customer Service Quality Manager with a good knowledge of basic quality concepts in the construction and equipment installation areas and excellent personal relationship skills ...
Customer Service Quality Manager
$103K - $181K/yr
Parsons is seeking a Customer Service Quality Manager with a good knowledge of basic quality concepts in the construction and equipment installation areas and excellent personal relationship skills ...
The Customer Service Quality Policy Analyst I administers quality assurance and monitoring programs for contact center operations that support mission-critical services in a highly regulated ...
The Customer Service Quality Policy Analyst I administers quality assurance and monitoring programs for contact center operations that support mission-critical services in a highly regulated ...
Group Quality Assurance Manager
Chicago, IL · On-site
... consistent customer service and performance on behalf of both Vestis' external and internal ... The Group Quality Assurance Manager will have responsibility for a team of Quality Assurance ...
Group Quality Assurance Manager
Chicago, IL · On-site
... consistent customer service and performance on behalf of both Vestis' external and internal ... The Group Quality Assurance Manager will have responsibility for a team of Quality Assurance ...
Salary: 85K-100K DOE About Us AB Facility Service is a trusted provider of professional cleaning ... Position Summary AB Facility Services (ABFS) is seeking a Quality Assurance Manager to oversee ...
Quick apply
Salary: 85K-100K DOE About Us AB Facility Service is a trusted provider of professional cleaning ... Position Summary AB Facility Services (ABFS) is seeking a Quality Assurance Manager to oversee ...
Quality Assurance
$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.
Quick apply
Quality Assurance
$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.
Quality Assurance
Durham, NC · On-site
$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.
Quick apply
Quality Assurance
Durham, NC · On-site
$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.
Quality Assurance Specialist
Gainesville, GA · On-site
Develop, implement, and maintain quality assurance programs and procedures to ensure compliance ... Collect and analyze data on service quality, patient outcomes, and operational efficiency; prepare ...
Quick apply
Quality Assurance Specialist
Gainesville, GA · On-site
Develop, implement, and maintain quality assurance programs and procedures to ensure compliance ... Collect and analyze data on service quality, patient outcomes, and operational efficiency; prepare ...
The Manager leads all training and quality assurance functions to ensure employees consistently deliver exceptional customer service while meeting organizational quality standards. This position ...
Quick apply
The Manager leads all training and quality assurance functions to ensure employees consistently deliver exceptional customer service while meeting organizational quality standards. This position ...
Quality Assurance
Atlanta, GA · On-site
$38 - $40/hr
Understanding of QA methodologies, lifecycle, and processes. * Experience with Software Engineering ... Ensure customer service experience and communication with stakeholders remain a top priority.
Quick apply
Quality Assurance
Atlanta, GA · On-site
$38 - $40/hr
Understanding of QA methodologies, lifecycle, and processes. * Experience with Software Engineering ... Ensure customer service experience and communication with stakeholders remain a top priority.
Customer Service Quality Assurance information
See salary details
$38K - $50.8K
3% of jobs
$50.8K - $63.6K
6% of jobs
$63.6K - $76.5K
11% of jobs
$82K is the 25th percentile. Wages below this are outliers.
$76.5K - $89.3K
12% of jobs
$89.3K - $102.1K
11% of jobs
The median wage is $114.1K / yr.
$102.1K - $114.9K
8% of jobs
$114.9K - $127.7K
4% of jobs
$137.2K is the 75th percentile. Wages above this are outliers.
$127.7K - $140.5K
27% of jobs
$140.5K - $153.4K
1% of jobs
$153.4K - $166.2K
1% of jobs
$166.2K - $179K
16% of jobs
$38K
$118.1K
$179K
How much do customer service quality assurance jobs pay per year?
Which pays more, QA or QC?
What is the role of QA in customer service?
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?
What are the top 3 skills for a quality assurance specialist?
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.

Other
Re-posted 11 days ago
Job description
Description
JOB SUMMARY
The Customer Experience Platform & QA Analyst administers MCC's conversation-intelligence platform and ensures accurate configuration, data integrity, and operational readiness across Patient Access and related departments. This role analyzes call-quality data, develops and manages QA scorecards, and provides actionable insights to improve call handling, customer experience, and department performance. The Analyst also supports platform onboarding, user training, workflow documentation, and ongoing optimization in collaboration with departmental leadership, IT, and platform vendors.
 EDUCATION/EXPERIENCE REQUIREMENTS Â
- Bachelor's degree required; preferred fields include Business Analytics, Data Science, Information Systems, Operations Management, or a related discipline.
- 1-3 years of experience in data analysis, software implementation, system onboarding, workflow optimization, or quality assurance.
- Experience with analytics tools, reporting platforms, call-performance systems, or customer experience software preferred.
- Coursework or experience in Statistical Quality Control, Data Visualization, Process Improvement, Business Analytics, or Operations preferred.
- Prior exposure to conversation intelligence tools, call review systems, workflow automation platforms, or CRM systems is highly desirable.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage configuration, settings, and integrations within the conversation-intelligence platform, ensuring accuracy and alignment with MCC's operational requirements.
- Maintain user access, permissions, routing logic, and departmental structures within the platform.
- Coordinate with IT and vendors on technical issues, system updates, enhancements, and data-flow troubleshooting.
- Monitor system performance to ensure recordings, analytics, and reporting tools function as expected.
- Support workflow automation, tagging structures, disposition codes, and other platform-level optimization tools.
- Develop, maintain, and manage standardized QA scorecards for Patient Access and departmental stakeholders.
- Review call data, sentiment analysis, and interaction trends to identify opportunities for improved scripting, call flow, and customer experience.
- Produce regular QA reports, performance dashboards, and insight summaries for department leadership.
- Partner with supervisors to calibrate scoring, align feedback approaches, and ensure consistency in quality evaluation.
- Track trends and provide recommendations to reduce call variability, improve first-call resolution, and enhance the overall patient journey.
- Lead or support onboarding and training for new users, including platform navigation, QA expectations, and workflow standards.
- Create and maintain user guides, reference materials, QA standards, and process documentation.
- Provide ongoing user support for platform questions, functionality issues, and best-practice workflows.
- Collaborate with Training & Development, supervisors, and department leads to ensure training programs remain aligned with evolving platform capabilities.
- Partner with Patient Access, PAD-O, PSS, and other departments to map workflows and ensure the platform supports operational needs.
- Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service standards.
- Participate in cross-departmental initiatives to improve scripting, call handling expectations, and communication alignment.
- Support the implementation of new processes, platform features, and quality-improvement initiatives.
CORPORATE CULTURE RESPONSIBILITIES
- Â Follow established corporate and department-specific policies and procedures.
- Â Attend all corporate and department-specific required training.
- Â Uphold MCC's Purpose, Values, and Vision.
- Â Abide by MCC's Corporate Culture Responsibilities.
- Â Perform other duties as may be assigned cheerfully and willingly.
Requirements
KNOWLEDGE, SKILLS AND ABILITIES
- Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable recommendations.
- Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data validation; experience with dashboards or BI tools preferred.
- Ability to learn and navigate new software platforms quickly and provide support to end users.
- Close attention to detail, strong organizational abilities, and effective documentation skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts in a clear and understandable way.
- Ability to manage multiple projects, timelines, and cross-functional requests simultaneously.
- Demonstrated ability to work collaboratively with staff at all levels of the organization in a cooperative, team-oriented environment.
- Ability to maintain professionalism, confidentiality, and a positive attitude while navigating change or system challenges.
- Customer service mindset with the ability to understand patient impact, service workflows, and frontline operational needs.
- Proficient in the English language, both written and verbal; able to communicate professionally with individuals of varying backgrounds.
- Demonstrates good listening skills, the ability to ask clarifying questions, and the ability to incorporate feedback appropriately.
PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
- Â Standing/Walking: Occasionally; activity exists up to 1/3 of the time.
- Â Keyboarding/Dexterity: Frequently; activity exists from of the time
- Â Ability to look at a computer screen for extended periods.
- Â Ability to perform constant repetitive hands and finger motions.
- Â Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
- Â Talking (Must be able to effectively communicate verbally): Yes
- Â Seeing: Yes
- Â Hearing: Yes
EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
- Â Must exhibit stable work behaviors daily.
- Â Must possess adequate individual coping skills.
- Â Ability to remain calm and professional regardless of workload or time constraints.
- Â Must be able to work under stress and remain calm and professional.
WORK ENVIRONMENT
- Â Exposed to frequent and constant interruptions in daily functions.
- Â Must be available to customers and staff throughout the day.
- Required to work extended hours to meet department needs.