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

As of Sep 13, 2026, the average hourly pay for quality assurance call center representative 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 a quality assurance call center representative do?

A Quality Assurance Call Center Representative is responsible for monitoring and evaluating customer service calls to ensure agents are following company policies and providing excellent customer service. They listen to recorded or live calls, assess performance based on established criteria, and provide feedback to help agents improve. Their work helps maintain high service standards, ensures compliance with regulations, and identifies training needs within the call center.

What are the key skills and qualifications needed to thrive as a quality assurance call center representative?

To thrive as a Quality Assurance Call Center Representative, you need strong analytical skills, attention to detail, and a background in customer service or call center operations, often supported by relevant training or experience. Familiarity with call monitoring software, CRM systems, and quality evaluation tools is commonly required. Excellent communication, objectivity, and the ability to give constructive feedback are crucial soft skills in this role. These abilities help ensure high service standards, continuous improvement, and a positive customer experience within the call center environment.

How does a quality assurance call center representative typically collaborate with team members to improve customer service standards?

Quality Assurance Call Center Representatives regularly work alongside call center agents, trainers, and supervisors to monitor and evaluate customer interactions. They provide constructive feedback based on call reviews, highlight trends or recurring issues, and may help design or refine training materials. Through calibration sessions and team meetings, QA representatives ensure consistent standards are applied across the team, fostering a culture of continuous improvement and supporting agents in delivering excellent customer service.

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

AspectQuality Assurance Call Center RepresentativeCustomer Service Representative
Primary RoleMonitor and evaluate call quality, ensure compliance, improve service standardsAssist customers, resolve issues, provide product or service information
Required SkillsCommunication, attention to detail, knowledge of quality standardsCommunication, problem-solving, customer interaction skills
Work EnvironmentCall centers, quality assurance teamsCall centers, customer support departments
Common CertificationsQuality assurance, call center trainingCustomer service certifications, product knowledge

While both roles operate within call centers, the Quality Assurance Call Center Representative focuses on monitoring and improving call quality, whereas the Customer Service Representative directly interacts with customers to address their needs. Understanding these differences helps in choosing the right career path or job search focus.

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

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

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

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

What are popular job titles related to Quality Assurance Call Center Representative jobs?

For Quality Assurance Call Center Representative jobs, the most frequently searched job titles are:

Infographic showing various Quality Assurance Call Center Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 13% Part Time, 4% Contract, and 1% Nights. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

Quality Assurance (Call Center) - E Hartford, CT

East Hartford, CT

Hire Evolution Consulting
See more jobs at Hire Evolution Consultingexternal

$20 - $22.25/hr

Full-time

Posted 2 days ago

New

Job description

Job Summary

Quality Assurance (Call Center) - E Hartford, CT

Full-time, Contract

In-Office | E Hartford, CT, United States


The Opportunity

Reporting to the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for conducting quality reviews across various functional areas, identifying trends and issues, and supporting continuous improvement initiatives. The successful candidate will demonstrate strong attention to detail and contribute innovative strategies to improve quality, accuracy, and operational processes.


Responsibilities

  • Conduct call quality monitoring and score adherence to QA standards.

  • Provide actionable coaching to agents based on QA findings.

  • Analyze customer interactions to identify trends and root causes.

  • Document QA findings and maintain precise performance dashboards.

  • Ensure compliance with regulatory and company policies.

  • Track and report on key performance indicators (KPIs) for QA.

  • Collaborate with team to close gaps and improve process efficiency.

  • Participate in calibration sessions to align scoring across teams.

  • Assist in design and update of quality standards and playbooks.

  • Identify risks in call handling and propose mitigation strategies.

  • Support new hire onboarding with QA-focused training materials.


Experience/Qualifications

  • Minimum 2 years QA experience in call center or customer service.

  • Proficient in call quality scoring, calibration, and playbook design.

  • Strong coaching and feedback skills with actionable improvement plans.

  • Experience with KPI tracking, dashboards, and data visualization.

  • Ability to identify trends, root causes, and mitigation strategies.

  • Knowledge of regulatory/compliance standards relevant to call centers.

  • Strong documentation skills; maintain precise QA records and playbooks.

  • Collaborative mindset with cross-team calibration and process improvement.

  • Support onboarding with QA-focused training materials for new hires.

  • On-site presence in East Hartford, CT; ability to work in high-visibility, target-driven environment.

  • Must be able to undergo and pass a background check and drug screen.


What's in it for you? (Salary, Commissions & Benefits)

  • On-site position based in East Hartford, CT — work directly from our local office and collaborate face-to-face with the team

  • Competitive base salary as the core component of your compensation package