ZipRecruiter

Log In

1

Overnight Call Center Quality Assurance Jobs (NOW HIRING)

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Job Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

$70 - $100/hr

IRVING, TX 75062 Position Type: Full Time Job Purpose - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION ...

next page

Showing results 1-20

All JobsBusiness JobsCustomer Service JobsCall Center Representative JobsOvernight Call Center Quality Assurance Jobs

Overnight Call Center Quality Assurance information

See salary details

$11

$23

$39

How much do overnight call center quality assurance jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for overnight call center 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 does an overnight call center quality assurance specialist do?

An Overnight Call Center Quality Assurance (QA) specialist is responsible for monitoring and evaluating the performance of call center agents during the night shift. They review recorded or live calls to ensure that customer service standards, company policies, and regulatory requirements are being met. The QA specialist provides feedback to agents and supervisors, identifies areas for improvement, and helps to implement training or process changes as needed. Their work ensures consistent service quality and helps resolve issues that may arise during overnight operations.

What are the key skills and qualifications needed to thrive as an overnight call center quality assurance specialist, and why are they important?

To thrive as an Overnight Call Center Quality Assurance Specialist, you need strong analytical abilities, attention to detail, and experience in call center operations, often supported by a relevant associate's or bachelor's degree. Familiarity with call monitoring software, CRM systems, and quality assurance tools is typically required, along with certifications such as COPC or Six Sigma being advantageous. Excellent communication, objectivity, and the ability to provide constructive feedback are standout soft skills for this role. These skills are essential to ensure consistent service quality, compliance, and continuous improvement, especially during overnight shifts when supervision may be limited.

What are some common challenges faced by overnight call center quality assurance specialists, and how can they be addressed?

Overnight Call Center Quality Assurance specialists often encounter challenges such as monitoring calls with limited real-time support, staying alert during non-traditional hours, and maintaining consistent evaluation standards. To address these, it's important to establish clear evaluation criteria, participate in regular calibration sessions with other QA team members, and utilize automated QA tools where available. Building a strong routine and maintaining communication with both night and day shift supervisors can also help ensure alignment and effective feedback delivery.

What is the difference between Overnight Call Center Quality Assurance vs Customer Service Representative?

AspectOvernight Call Center Quality AssuranceCustomer Service Representative
Primary RoleMonitoring and evaluating call quality, ensuring compliance, and improving service standardsAssisting customers, resolving issues, and providing information
Required SkillsAttention to detail, communication skills, knowledge of call scripts and quality metricsCommunication, problem-solving, product knowledge
Work EnvironmentCall centers, often overnight shifts, quality monitoring tools usedCall centers or customer support centers, day or night shifts
CertificationsQuality assurance, call center certifications often preferredCustomer service certifications beneficial but not mandatory

While both roles operate within call centers and require strong communication skills, Overnight Call Center Quality Assurance focuses on monitoring and improving call quality, whereas Customer Service Representatives directly interact with customers to resolve issues. Understanding these differences helps job seekers identify the right career path in the call center industry.

What cities are hiring for Overnight Call Center Quality Assurance jobs?

Cities with the most Overnight Call Center Quality Assurance job openings:

What are the most commonly searched types of Call Center Quality Assurance jobs?

The most popular types of Call Center Quality Assurance jobs are:

What states have the most Overnight Call Center Quality Assurance jobs?

States with the most job openings for Overnight Call Center Quality Assurance jobs include:

Overnight Call Center Quality Assurance jobs near you
Infographic showing various Overnight Call Center Quality Assurance job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 65% Full Time, and 34% Part Time. Highlights an 90% Physical, and 10% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

Call Center QA Manager

Windows USA

Irving, TX • On-site

Full-time

Posted 17 days ago

Key responsibilities

  • Own telephony technology to ensure seamless communication and operations within the call center.

  • Manage real-time call center operations to optimize efficiency and effectiveness.

  • Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.

Job description

Job Purpose:
- Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3-5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Key Responsibilities:
- Own telephony technology to ensure seamless communication and operations within the call center.
- Manage real-time call center operations to optimize efficiency and effectiveness.
- Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
- Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
- Evaluate vendor performance to ensure alignment with company standards and goals.
- Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.
Required Education:
- Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Required Experience:
- 3-5+ years of experience in a call center, contact center, or workforce management role.
- Meaningful experience in quality assurance, real-time operations, or vendor management.
- Proven track record of improving contact center outcomes.
- Experience with Five9/Balto technology.
Required Skills and Abilities:
- Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
- Ability to manage telephony technology and real-time call center operations effectively.
- Proficient in QA/coaching and reporting to enhance performance.
- Capability to oversee vendor performance and drive continuous improvement initiatives.
- Autonomous working style with a focus on achieving set goals and objectives.
Equal Employment Opportunity EEO Statement
Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law.
ADA Accommodations
Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources.
At-Will Employment Statement
This position does not create a contract of employment.
Background Check Disclosure
Employment is contingent upon completion of background verification, where permitted by law and based on business necessity.
Disclaimers
This description is intended to outline the general nature of the role.
OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations.
Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.

Apply