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Service Assurance Agent Jobs (NOW HIRING)

Current

QA Lead, Risk Operations

New York, NY · On-site

... services, who is fluent in Reg E, Reg Z, and CFPB requirements at the agent decision level and is comfortable building toward a QA program that expands in scope as the Risk Operations team grows.

Current

QA Lead, Risk Operations

New York, NY · On-site

... services, who is fluent in Reg E, Reg Z, and CFPB requirements at the agent decision level and is comfortable building toward a QA program that expands in scope as the Risk Operations team grows.

KM2 Solutions

Agent, Customer Service

Manchester, MD

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD · On-site

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD · On-site

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD · On-site

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

KM2 Solutions

Agent, Customer Service

Manchester, MD · On-site

$14.75 - $19.75/hr

Ensures customers receives efficient and courteous service and could potentially be able to ... Roles and Responsibilities: * QA Audits / Supervisions. * Campaign KPI Agent Ranking (Attendance ...

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Service Assurance Agent information

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How much do service assurance agent jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for service assurance agent in the United States is $19.42, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.43 per hour, depending on experience, location, and employer.

What is a service assurance agent?

A Service Assurance Agent is a professional responsible for monitoring, maintaining, and ensuring the quality and reliability of services provided by a company, typically in the telecommunications or IT industry. They proactively identify, investigate, and resolve service disruptions or performance issues to minimize downtime and ensure customer satisfaction. Their duties may involve coordinating with technical teams, using monitoring tools, and communicating updates to customers. Service Assurance Agents play a crucial role in maintaining operational excellence and meeting service-level agreements.

What are the key skills and qualifications needed to thrive as a service assurance agent?

To thrive as a Service Assurance Agent, you need strong analytical abilities, a solid understanding of IT service management principles, and experience in troubleshooting and incident management, often supported by a degree in information technology or a related field. Familiarity with tools like ServiceNow, ITIL frameworks, and ticketing systems is typically required, along with relevant certifications such as ITIL Foundation. Exceptional communication, problem-solving skills, and attention to detail help agents effectively coordinate between technical teams and customers. These skills and qualities are essential for ensuring service reliability, quick resolution of issues, and maintaining customer satisfaction in dynamic IT environments.

How does a service assurance agent typically collaborate with technical teams to resolve service disruptions?

Service Assurance Agents work closely with technical support and engineering teams to investigate and resolve service disruptions. When an incident is reported, agents act as a bridge between customers and technical staff, gathering detailed information, prioritizing issues based on severity, and ensuring timely updates for both parties. Frequent communication and effective documentation are crucial, as agents must relay technical details and ensure resolutions align with service level agreements. This collaborative approach helps maintain high customer satisfaction and minimizes downtime.

What is the difference between Service Assurance Agent vs Network Operations Technician?

AspectService Assurance AgentNetwork Operations Technician
Required CredentialsTypically a high school diploma or equivalent; certifications like Cisco CCNA are commonHigh school diploma or equivalent; certifications like CompTIA Network+ are common
Work EnvironmentCustomer service centers, network monitoring centers, field sitesData centers, network operation centers, field sites
Employer & Industry UsageTelecommunications, internet service providers, network companiesTelecommunications, ISPs, network maintenance firms
Common Search & Comparison IntentUnderstanding roles in service assurance and customer supportTechnical network troubleshooting and maintenance

The Service Assurance Agent focuses on monitoring network performance, troubleshooting customer issues, and ensuring service quality, often with customer interaction. The Network Operations Technician handles technical network maintenance, hardware troubleshooting, and infrastructure support. Both roles are essential in network management but differ mainly in customer interaction and technical focus.

What are popular job titles related to Service Assurance Agent jobs?

For Service Assurance Agent jobs, the most frequently searched job titles are:

Infographic showing various Service Assurance Agent job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $40,400 per year, or $19.4 per hour.

CX Assurance Manager

Globe, AZ • On-site

Globe Telecom, Inc.
See more jobs at Globe Telecom, Inc.external

$106K - $127K/yr

Full-time

Re-posted 7 days ago

Key responsibilities

  • Lead the analysis and assurance of customer interactions across all CX channels to ensure quality, consistency, and customer satisfaction.

  • Implement and monitor processes to ensure perfect order execution, collaborating with cross-functional teams to address issues and improve order accuracy and timeliness.

  • Define, maintain, and improve the CX Assurance Framework to align with organizational goals, SLAs, and compliance standards.

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description CX Assurance & Quality Leadership Summary
Leads the end-to-end quality analysis and assurance of customer interactions across all CX channels-agent-assisted, digital, field, and in-store. Ensures consistent, proactive monitoring to uphold service excellence and prevent customer experience (CX) failures.
Drives Perfect Order execution by overseeing accurate, timely, and seamless order processing, collaborating with cross-functional teams to resolve systemic issues and prevent recurrence.
Builds and sustains the CX Assurance Framework, aligning it with business goals, SLA targets, and regulatory standards to reduce risk and improve service delivery.
Champions fraud prevention, compliance, and risk management across CX processes, working closely with security and risk teams to safeguard customer trust.
Applies AI-driven analytics and root cause analysis to surface insights, close performance gaps, and guide data-informed strategies that elevate CX and operational outcomes.
Leads cross-functional alignment with key stakeholders, including BPOs, IT, Operations, and Compliance, to embed quality in execution.
Oversees customer recovery protocols and fosters a culture of continuous improvement through learning, innovation, and adaptive practices.

Quality Analysis & Channel Assurance:

Lead the analysis of customer interactions across various CX channels

(agent-assisted, digital, field personnel, stores) to ensure high standards

of quality, consistency, and customer satisfaction.

Drive the continuous improvement of CX channel performance by

identifying key insights from Voice of the Customer (VOC), Voice of

Process (VOP), and Voice of Employee (VOE).

Ensure proactive quality monitoring and auditing practices are in place

to detect and prevent CX failures.

2. Perfect Order Execution:

Implement and monitor processes to ensure Perfect Order execution,

covering all stages from order creation to fulfillment.

Collaborate with cross-functional teams to address order issues,

streamline processes, and prevent recurring problems.

Establish and maintain metrics to track order accuracy, timeliness, and

overall effectiveness.

3. CX Assurance Framework Development:

Define, implement, and maintain the CX Assurance framework,

integrating it with organizational objectives and continuous

improvement methodologies.

Ensure that all CX channels align with service level agreements (SLAs),

quality standards, and compliance requirements.

Provide insights and recommendations to drive operational excellence,

reduce risk, and improve CX outcomes.

4. Fraud, Compliance, and Risk Management:

Ensure that all CX processes meet regulatory and compliance standards,

with a focus on fraud prevention and cybersecurity.

Collaborate with risk management teams to develop and implement

strategies that protect both the company and its customers.

5. Data-Driven Decision Making & Root Cause Analysis:

Utilize AI-driven tools and analytics to identify root causes of

performance gaps and take corrective actions.

Develop data-driven strategies to enhance customer experience and

align quality outcomes with overall business goals.

6. Leadership & Stakeholder Collaboration:

Collaborate with key stakeholders, including BPOs, IT , Operations, and

Compliance teams, to ensure alignment on quality objectives and

deliverables.

7. Customer Recovery & Continuous Improvement:

Develop and implement customer recovery protocols to address service

failures and ensure fast, effective recovery.

Champion a culture of continuous learning,

experimentation, and adapta

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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