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Remote Call Center Quality Assurance Manager Jobs in Rochester, NY

MVP Health Care

Care Center Representative

Rochester, NY · On-site +1

$15.25 - $19.75/hr

... after call work, schedule adhere and quality assurance. * Correctly responds to all Department of Health audit calls on a consistent basis. * Acts as a liaison between our internal and external ...

micro1 AI

Senior Counsel - Remote

Rochester, NY · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... Contribute to content quality assurance by spotting errors, inconsistencies, or ambiguities in ...

micro1 AI

Senior Legal Consultant - Remote

Rochester, NY · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... Contribute to content quality assurance by spotting errors, inconsistencies, or ambiguities in ...

AMBA

Inside Sales Insurance Specialist

Rochester, NY · Remote

Have experience in a high-volume outbound sales or call center role * Are comfortable making ... Are looking for an account management or relationship-only role What You Bring * Active Life and ...

AMBA

Inside Sales Insurance Specialist

Rochester, NY · Remote

$50K - $60K/yr

Have experience in a high-volume outbound sales or call center role * Are comfortable making ... Are looking for an account management or relationship-only role What You Bring * Active Life and ...

AMBA

Inside Sales Insurance Specialist

Rochester, NY · Remote

$50K - $60K/yr

Have experience in a high-volume outbound sales or call center role * Are comfortable making ... Are looking for an account management or relationship-only role What You Bring * Active Life and ...

Butler/Till, Inc.

Software Quality Engineer

Rochester, NY · On-site +1

$61K - $97K/yr

Develop effective validation approaches, reusable QA coverage, and documentation based on business ... Experience using bug tracking and test management tools (JIRA, TestRail, Zephyr, or similar)

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All JobsCall Center Quality Assurance JobsRemote Call Center Quality Assurance Manager JobsRemote Call Center Quality Assurance Manager Jobs in Rochester, NY

Remote Call Center Quality Assurance Manager information

See Rochester, NY salary details

$37.5K

$116.5K

$176.6K

How much do remote call center quality assurance manager jobs pay per year?

As of Aug 11, 2026, the average yearly pay for remote call center quality assurance manager in Rochester, NY is $116,500.00, according to ZipRecruiter salary data. Most workers in this role earn between $81,900.00 and $142,600.00 per year, depending on experience, location, and employer.

What are some common challenges faced by a remote call center quality assurance manager, and how can they be addressed?

Remote Call Center Quality Assurance Managers often face challenges such as maintaining consistent evaluation standards across dispersed teams and ensuring effective communication with agents in different locations. To address these, managers typically implement standardized quality metrics, utilize robust QA software, and schedule regular calibration sessions to align expectations. Additionally, fostering open communication channels and providing timely, constructive feedback helps maintain high performance and engagement among remote teams.

What does a remote call center quality assurance manager do?

A Remote Call Center Quality Assurance (QA) Manager is responsible for monitoring, evaluating, and improving the performance of call center agents who work remotely. They develop quality standards, review recorded or live calls, and provide feedback to ensure customer service meets company and regulatory expectations. The QA Manager also analyzes data to identify trends, implements training programs, and helps maintain consistent service quality across the team.

What are the key skills and qualifications needed to thrive as a remote call center quality assurance manager, and why are they important?

To thrive as a Remote Call Center Quality Assurance Manager, you need strong analytical abilities, a background in customer service, and experience with quality assurance methodologies—often supported by a relevant degree or professional certification. Familiarity with call monitoring software, CRM platforms, and data analysis tools like Excel or Power BI is typically required. Exceptional communication, coaching, and problem-solving skills help you lead remote teams and drive performance improvements. These skills ensure consistent service quality, regulatory compliance, and effective team development in a distributed work environment.
What are popular job titles related to Remote Call Center Quality Assurance Manager jobs in Rochester, NY? For Remote Call Center Quality Assurance Manager jobs in Rochester, NY, the most frequently searched job titles are:
What job categories do people searching Remote Call Center Quality Assurance Manager jobs in Rochester, NY look for? The top searched job categories for Remote Call Center Quality Assurance Manager jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Remote Call Center Quality Assurance Manager jobs? Cities near Rochester, NY with the most Remote Call Center Quality Assurance Manager job openings:
Remote Call Center Quality Assurance Manager jobs near you

Call Center Membership Representative (Remote - Must Reside In Rochester/Finger Lakes Region)

AAA Western and Central New York

Penfield, NY • On-site, Remote

$20.10/hr

Full-time

Medical, Dental, Life, Retirement, PTO

Re-posted 23 days ago

Job description

Availability to work an 8-hour shift between the hours of 9:00AM -10:00 PM, Sunday through Thursday or Tuesday through Saturday.
Shift Differential: 2.5% for hours worked between 8p - 12a, 5% for hours worked between 12a - 6a.
At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission-to be our members' most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.
AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
  • Medical, Dental, Life and AD&D Insurance
  • Flexible work schedules
  • Pre-Tax & Roth 401(k) plan with company match
  • Health Spending Accounts with company contribution & Flexible Spending Accounts
  • Company Paid Short-term & Long-term disability
  • Paid time off
  • Tuition reimbursement & company-paid training programs
  • FREE AAA membership & travel / product discounts
  • Paid Volunteer Time Off
Job Responsibilities
30% Efficiency & Quality: Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings. Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency. Utilize available resources and tools to effectively resolve member inquiries in a timely manner. Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps. Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
25% Productivity & Adherence: Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity. Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled. Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations. Demonstrate accountability for time management and availability to support member demand.
25% Sales Per Call & Revenue Growth: Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction. Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs. Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions. Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
10% Convenience Billing & Retention Support: Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service. Clearly explain billing options, enrollment steps, and account management details. Ensure billing discussions are accurate, transparent, and compliant with established policies.
10% Voice of the Member & Member Experience: Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect. Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible. Actively listen to member feedback and escalate concerns appropriately when necessary. Maintain strong product and service knowledge to deliver accurate information and high-quality.
Job Specific Requirements
  • Equivalent experience will be considered in lieu of degree
  • Competency in effectively navigating multiple computer systems and applications simultaneously while handling live member interactions
  • Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation
  • Demonstrated problem-solving skills with the ability to remain calm, professional, and solution-focused while addressing member concerns
  • Ability to perform effectively in a fast-paced, high-volume contact center environment with frequent changes in call volume and call complexity
  • Strong attention to detail with a commitment to accuracy, compliance, and quality standards.
  • Comfortable engaging in needs-based conversations that may include sales, retention, and billing discussions.
  • Ability to multitask in various areas of the contact center & to work weekends, afternoons/evenings, & holidays as required by business need.
Physical Requirements
  • Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, typing and communicating on the phone
  • Must be able to lift, carry, push, pull a maximum of 25 lbs

Starting pay range: $20.10/hr
This position does not offer visa sponsorship now or in the future.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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