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Quality Assurance Chat Support Jobs (NOW HIRING)

Ethypharm

Chat Support Supervisor

Reidsville, NC · Remote

Quality assurance * Written business communication Key Performance Indicators (KPIs) Performance ... The Chat Support Supervisor must be available during assigned working hours and maintain consistent ...

Aniesis Pharma

Remote Chat Support Agent

$19.25 - $25.50/hr

Remote Chat Support Agent This is a remote position open to residents of the United States only ... Collaborate with other team members to ensure consistent and high-quality customer service

Giga

QA Lead

San Francisco, CA · On-site

They are seeking a QA Lead to own quality across their AI agent platform, define testing strategies ... our voice, chat, and email AI agents • Testing agent conversations for accuracy, tone ...

Giga AI Inc

QA Lead

San Francisco, CA · On-site

$160K - $230K/yr

... support and operations workflows across voice, chat, and email. If being a part of this resonates ... The Role We're looking for a QA lead to own quality across our AI agent platform and run a ...

ProPharma Group

QA Support

Western Springs, IL · On-site

The QA for QC Representatives will focus on approval of lab associated methods. The QA for QC ... We do not rely on AI screening tools to support our hiring process. You will always receive an ...

ProPharma Group

QA Support

Charleston, WV · On-site

The QA for QC Representatives will focus on approval of lab associated methods. The QAfor QC ... We do not rely on AI screening tools to support our hiring process. You will always receive an ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

Act as a point of contact for the support staff to assist with questions with workflows and ... Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · On-site

$19/hr

Act as a point of contact for the support staff to assist with questions with workflows and ... Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

Act as a point of contact for the support staff to assist with questions with workflows and ... Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume times or ...

techblocks

Quality Assurance (QA)

Manhattan, NY · On-site

Role: Associate QA Engineer Location: New York, NY (Hybrid) Type: Full Time - Contract About the ... and support the release process. You will be responsible for creating test plans, building ...

sbhg

Quality Assurance Assistant - Support

Long Beach, CA

$20.50 - $26.75/hr

This position assists the Community Services Q.A. Manager and clinic management, including ... Travels to different sites to conduct audits and provide support to staff * Each month, completes ...

sbhg

Quality Assurance Assistant - Support

Long Beach, CA

$20.50 - $26.75/hr

This position assists the Community Services Q.A. Manager and clinic management, including ... Travels to different sites to conduct audits and provide support to staff * Each month, completes ...

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Quality Assurance Chat Support information

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$43

How much do quality assurance chat support jobs pay per hour?

As of Aug 26, 2026, the average hourly pay for quality assurance chat support in the United States is $23.19, according to ZipRecruiter salary data. Most workers in this role earn between $17.55 and $24.28 per hour, depending on experience, location, and employer.

What is quality assurance chat support?

Quality Assurance Chat Support refers to the process of monitoring and evaluating chat interactions between customer support agents and customers to ensure service quality, accuracy, and adherence to company standards. The goal is to identify areas for improvement, provide feedback to chat agents, and maintain a high level of customer satisfaction. QA specialists review chat transcripts, assess agent performance, and often use checklists or scoring systems. This role is essential for companies that rely on live chat as a primary customer service channel, as it helps maintain consistent, efficient, and helpful communication.

How does a quality assurance chat support professional collaborate with customer support teams to improve service quality?

Quality Assurance Chat Support professionals work closely with customer support agents by reviewing chat transcripts, providing constructive feedback, and identifying areas for improvement. They often hold calibration sessions with team leads to align on quality standards and share best practices. This collaborative approach ensures that agents consistently deliver accurate, helpful, and empathetic responses to customers while adhering to company policies. Regular feedback and training foster a continuous improvement culture within the support team.

What are the key skills and qualifications needed to thrive as a quality assurance chat support specialist?

To excel as a Quality Assurance Chat Support specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance, often supported by a relevant degree or experience. Familiarity with customer support platforms (such as Zendesk or Intercom), chat monitoring tools, and QA reporting systems is typically required. Exceptional communication, critical thinking, and problem-solving abilities help individuals provide constructive feedback and elevate team performance. These skills ensure consistent service quality, improved customer satisfaction, and efficient identification of process improvements.

What is the difference between Quality Assurance Chat Support vs Customer Service Representative?

AspectQuality Assurance Chat SupportCustomer Service Representative
Primary RoleMonitor and improve chat interactions for quality and complianceAssist customers with inquiries, complaints, and product information
Required SkillsCommunication, attention to detail, knowledge of quality standardsCommunication, problem-solving, customer service skills
Work EnvironmentRemote or office-based, focused on chat platformsRemote or in-office, direct customer interaction
Common CertificationsCustomer service or quality assurance certificationsCustomer service certifications often preferred

While both roles involve communication via chat, Quality Assurance Chat Support focuses on evaluating and ensuring the quality of chat interactions, whereas Customer Service Representatives directly assist customers. The former emphasizes monitoring and improving service standards, while the latter centers on resolving customer issues and providing information.

Infographic showing various Quality Assurance Chat Support job openings in the United States as of August 2026, with employment types broken down into 93% Full Time, and 7% Contract. Highlights an 100% In-person job distribution, with an average salary of $48,237 per year, or $23.2 per hour.

Chat Support Supervisor

Reidsville, NC • Remote

Ethypharm
See more jobs at Ethypharmexternal

Full-time

PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

Ethypharm Groups® is seeking a highly organized, experienced, and customer-focused Chat Support Supervisor to lead and oversee a team of Chat Support Agents. The Chat Support Supervisor will be responsible for ensuring exceptional customer service, maintaining team productivity, monitoring service quality, and providing guidance and coaching to support representatives.

The successful candidate should have strong communication and leadership skills, excellent judgment, and the ability to manage multiple customer-service priorities in a fast-paced remote environment.

Key Responsibilities

  • Supervise and support a team of remote Chat Support Agents.
  • Monitor daily team performance, productivity, attendance, and service quality.
  • Ensure customer inquiries are handled promptly, professionally, and accurately.
  • Review chat interactions to ensure compliance with company policies and customer-service standards.
  • Provide coaching, feedback, and performance guidance to team members.
  • Assist agents with complex, sensitive, or escalated customer issues.
  • Identify recurring customer concerns and communicate trends to management.
  • Ensure agents maintain accurate customer records and properly document interactions in the CRM system.
  • Monitor response times, resolution rates, customer satisfaction, and other key performance indicators.
  • Conduct regular team meetings, briefings, and performance reviews.
  • Assist with onboarding and training newly hired Chat Support Agents.
  • Develop and reinforce best practices for written communication and customer engagement.
  • Coordinate with other departments to resolve customer issues efficiently.
  • Maintain confidentiality and protect customer and company information.
  • Prepare performance reports and provide management with updates regarding team activities and results.
  • Help implement process improvements that increase efficiency and customer satisfaction.
  • Ensure the team follows all applicable company procedures, policies, and communication standards.

Required Qualifications

  • High school diploma or equivalent; additional education or customer-service training is an advantage.
  • Previous experience in customer service, chat support, call center operations, or a related field.
  • Previous supervisory or team-lead experience is strongly preferred.
  • Excellent written and verbal communication skills.
  • Strong interpersonal and conflict-resolution skills.
  • Ability to coach, motivate, and manage a remote team effectively.
  • Strong organizational and time-management abilities.
  • Comfortable working with CRM systems, live-chat platforms, Microsoft Teams, and other workplace technologies.
  • Ability to analyze performance metrics and identify areas for improvement.
  • Strong attention to detail and problem-solving ability.
  • Ability to work independently while maintaining effective communication with management and team members.

Preferred Skills

  • Customer-service leadership
  • Live-chat management
  • Team coaching and development
  • Performance monitoring
  • Conflict resolution
  • CRM management
  • Microsoft Teams and remote collaboration
  • Data and KPI analysis
  • Quality assurance
  • Written business communication

Key Performance Indicators (KPIs)

Performance may be evaluated using metrics including:

  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Average Response Time
  • Average Resolution Time
  • Chat Quality Scores
  • Team Productivity
  • Attendance and Schedule Adherence
  • Escalation Rates
  • Customer Retention and Service Quality

Work Environment

This is a remote position requiring a reliable internet connection, a suitable computer, and a professional workspace. The Chat Support Supervisor must be available during assigned working hours and maintain consistent communication with management and team members through approved company communication platforms.

Compensation and Benefits

Compensation, benefits, paid time off, and other employment terms will be provided according to the company's applicable employment policies and the terms of the successful candidate's employment agreement.