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Virtual Call Center Quality Assurance Jobs in Raleigh, NC

Adecco

Quality Assurance

Morrisville, NC

$18.50 - $18.88/hr

For Quality Assurance in Durham, Cary, and Morrisville - RTP. These opportunities come with ... Call: 919-572-2662 Walk-In Applications Welcome: 9am- 3pm / M-F 105 W NC-54, Suite 279 (next to ...

Mastech Digital

Quality Assurance Inspector

Clayton, NC · On-site

... Center (PLC). Quality Assurance Inspectors identify and document deviations of both materials and the manufacturing process and ensure these deviations are corrected to ensure a better finished ...

Mastech Digital

Quality Assurance Inspector

Clayton, NC · On-site

... Center (PLC). Quality Assurance Inspectors identify and document deviations of both materials and the manufacturing process and ensure these deviations are corrected to ensure a better finished ...

Palco

QUALITY ASSURANCE TESTER II

Durham, NC · On-site

QUALITY ASSURANCE TESTER II We're Palco. We provide the management, support, and systems behind ... the center of everything we do. Through innovative technology and decades of expertise, we help ...

Fujifilm

Specialist, Quality Assurance

Durham, NC · On-site

Position Overview The QA Operations Specialist is responsible for providing quality oversight of ... From our Bioprocess Innovation Center to our cGMP-compliant manufacturing site, we thrive on ...

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Virtual Call Center Quality Assurance information

See Raleigh, NC salary details

$11

$22

$38

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

As of Aug 15, 2026, the average hourly pay for virtual call center quality assurance in Raleigh, NC is $22.83, according to ZipRecruiter salary data. Most workers in this role earn between $19.18 and $23.37 per hour, depending on experience, location, and employer.

What is a virtual call center quality assurance specialist?

A Virtual Call Center Quality Assurance (QA) specialist is responsible for monitoring and evaluating the performance of customer service representatives who work remotely in virtual call centers. Their main tasks include listening to recorded or live calls, assessing the quality of customer interactions, ensuring compliance with company policies, and providing feedback to help agents improve. They use specific criteria and tools to measure performance and maintain high standards of customer service. By identifying training needs and trends, QA specialists help enhance overall customer satisfaction and operational efficiency.

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

AspectVirtual 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 SkillsCommunication skills, attention to detail, understanding of call metricsCommunication skills, problem-solving, product knowledge
Work EnvironmentRemote or office-based call centers, focus on quality monitoringRemote or office-based customer support centers, direct customer interaction
CertificationsCall center or quality assurance certifications often preferredCustomer service or support certifications beneficial

While both roles involve communication within call centers, Virtual Call Center Quality Assurance focuses on evaluating and improving call quality, whereas Customer Service Representatives directly interact with customers to resolve issues. Understanding these differences helps in choosing the right career path or job focus within the call center industry.

What are virtual call center quality assurance jobs?

Virtual call center quality assurance representatives monitor the performance of call center employees and ensure they adhere to the company's procedures in handling calls. In this remote role, you may contact customers to ask them about the service they received, review reports about remote employees, and monitor a feedback hotline. You also help score each agent based on their performance, check inbound and outbound call logs to see how fast employees resolve problems, and determine whether or not an employee's performance is satisfactory. Virtual call center quality assurance representatives frequently listen to recordings of calls to evaluate employee responses, customer satisfaction, and whether things were handled appropriately during unusually long calls.

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

To thrive as a Virtual Call Center Quality Assurance specialist, you need a strong understanding of call center operations, analytical skills, and experience in evaluating customer interactions, often supported by a relevant degree or prior call center experience. Familiarity with quality monitoring software, CRM platforms, and industry-standard QA tools or certifications is typically required. Attention to detail, effective communication, and the ability to provide constructive feedback are critical soft skills for this role. These competencies ensure consistent service quality, drive agent performance improvements, and uphold customer satisfaction in a remote environment.

How does a virtual call center quality assurance specialist typically interact with remote agents and supervisors?

Virtual Call Center Quality Assurance specialists regularly review recorded or live calls, provide feedback to agents, and collaborate with supervisors to ensure service standards are met. Communication is primarily handled via digital platforms such as email, chat, or video conferencing tools, making strong remote communication skills essential. You’ll often participate in calibration sessions with team leads to ensure consistency in evaluations and may also help develop training materials based on observed trends. This role requires proactive engagement and clear documentation to bridge the distance between QA, agents, and management.
More about Virtual Call Center Quality Assurance jobs

What are the most commonly searched types of Call Center Quality Assurance jobs in Raleigh, NC?

The most popular types of Call Center Quality Assurance jobs in Raleigh, NC are:

What are popular job titles related to Virtual Call Center Quality Assurance jobs in Raleigh, NC?

For Virtual Call Center Quality Assurance jobs in Raleigh, NC, the most frequently searched job titles are:

What job categories do people searching Virtual Call Center Quality Assurance jobs in Raleigh, NC look for?

The top searched job categories for Virtual Call Center Quality Assurance jobs in Raleigh, NC are:

What cities near Raleigh, NC are hiring for Virtual Call Center Quality Assurance jobs?

Cities near Raleigh, NC with the most Virtual Call Center Quality Assurance job openings:

Virtual Call Center Quality Assurance jobs near you
Infographic showing various Virtual Call Center Quality Assurance job openings in Raleigh, NC as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 17% Part Time, 4% Contract, and 1% Nights. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $47,489 per year, or $22.8 per hour.

Call Center Representative (Research).

Grace Federal Solutions LLC

Cary, NC • On-site

$14 - $17.50/hr

Part-time

Re-posted 9 days ago

Job description

Call Center Representative – Clinical Research (Bilingual Preferred)
Location: Durham, NC
Employer: Grace Federal Solutions
Type: Part-Time

Use Your Communication Skills to Support Public Health Research.

Grace Federal Solutions is seeking a detail-oriented Call Center Representative to support clinical research participant outreach and data collection efforts in Durham, NC.

This role is ideal for candidates with experience in call centers, healthcare, or clinical research who understand the importance of compliance, accuracy, and professional communication.

If you’re comfortable speaking with diverse populations and working within structured research protocols, we want to meet you.

What You’ll DoParticipant Outreach & Scheduling

  • Conduct outbound calls to research participants for appointment confirmation, eligibility screening, and study updates

  • Respond to inbound participant inquiries regarding study procedures

  • Clearly explain study-related information in a professional and compassionate manner

  • Use Spanish/English bilingual skills to improve participant accessibility (preferred)

Clinical Research Support

  • Follow approved scripts and study protocols

  • Ask pre-approved screening questions to determine participant eligibility

  • Document interactions accurately in research systems

  • Escalate protocol deviations or concerns to the research team

Data Entry & Documentation

  • Enter participant data into EDC systems and research databases

  • Track follow-ups and ensure completion of required participant touchpoints

  • Maintain strict confidentiality standards

Compliance & Quality

  • Adhere to HIPAA and institutional privacy guidelines

  • Participate in call monitoring and quality assurance reviews

  • Maintain professionalism in all participant communications

What We’re Looking For

  • Minimum 2 years of experience in:

    • Call center operations OR

    • Clinical research support

  • Strong data entry accuracy and attention to detail

  • Clear verbal communication skills

  • Comfortable working with structured scripts and compliance requirements

  • Basic proficiency in Microsoft Office tools

  • Ability to manage call volume and meet productivity expectations

Bilingual (Spanish/English) strongly preferred.

All candidates must pass background screening and meet confidentiality requirements.

Why Join Grace Federal Solutions?

  • Support meaningful public health research

  • Gain exposure to clinical research operations

  • Work in a structured, compliance-driven environment

  • Be part of a team that values professionalism and community impact

We are an Equal Opportunity Employer committed to an inclusive workplace.

Ready to Make an Impact?

Submit your resume today. Qualified candidates will be contacted for an initial screening interview.

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