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Virtual Call Center Quality Assurance Jobs (NOW HIRING)

giftHEALTH Inc

QA Specialist - Virtual Hub

Columbus, OH · On-site

$65K - $79K/yr

We are seeking a QA Specialist - Virtual Hub to support the Quality Assurance Team within the Call Center. Position Summary The QA Specialist ensures day-to-day quality oversight of the virtual HUB ...

TEKsystems

Bilingual QA Evaluator

Englewood, CO

$24.04 - $26.44/hr

This role is ideal for professionals with call center QA, call auditing, or quality monitoring ... Virtual interview followed by onsite meeting * Focus on prior QA/call auditing experience ...

New

TEKsystems

Bilingual QA Evaluator

Englewood, CO

$24.04 - $26.44/hr

This role is ideal for professionals with call center QA, call auditing, or quality monitoring ... Virtual interview followed by onsite meeting * Focus on prior QA/call auditing experience ...

New

NextDeavor

Call Center Manager

Omaha, NE · Remote

$100K - $130K/yr

You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report ... Implement virtual training, onboarding, and ongoing coaching programs * Analyze performance data to ...

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Virtual Call Center Quality Assurance information

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

As of Aug 9, 2026, the average hourly pay for virtual call center quality assurance 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 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 cities are hiring for Virtual Call Center Quality Assurance jobs? Cities with the most Virtual Call Center Quality Assurance job openings:
What are the most commonly searched types of Call Center Quality Assurance jobs? The most popular types of Call Center Quality Assurance jobs are:
What states have the most Virtual Call Center Quality Assurance jobs? States with the most job openings for Virtual Call Center Quality Assurance jobs include:
What job categories do people searching Virtual Call Center Quality Assurance jobs look for? The top searched job categories for Virtual Call Center Quality Assurance jobs are:
Virtual Call Center Quality Assurance jobs near you
Infographic showing various Virtual Call Center Quality Assurance job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 14% Part Time, 4% Contract, and 1% Nights. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $48,853 per year, or $23.5 per hour.

QA Specialist - Virtual Hub

giftHEALTH Inc

Columbus, OH • On-site

$65K - $79K/yr

Full-time

Re-posted 10 days ago

Gifthealth rating

7.7

Company rating: 7.7 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

21st of 112 rated pharmacies

Job description

Description:

We are seeking a QA Specialist - Virtual Hub to support the Quality Assurance Team within the Call Center.


Position Summary

The QA Specialist ensures day-to-day quality oversight of the virtual HUB, with a focus on internal auditing, call quality monitoring, QA data analysis, and case review. You'll partner with Operations, Compliance, and Case Management teams to maintain a robust QMS, drive compliance with quality assurance expectations, and enable safe, right-first-time case handling.

Key Responsibilities

Internal Audit (~30%)

  • Plan, execute, and report risk-based internal audits of case intake, storage, documentation, program SOP handling, record handling, and case closure.
  • Track observations, grade findings, and drive CAPA effectiveness through to verified closure.
  • Trend audit data, prepare dashboards/metrics, and present results in quality reviews and readiness checks.
  • Collaborate with multiple teams to improve call center KPIs and general metrics

Call Quality & QA Data (~30%)

  • Assists in the development of monitoring standards.
  • Monitor and score calls using automated speech analytics and manual review against the QA scorecard, covering compliance, service, and process adherence.
  • Calibrate automated scoring against human review to confirm accuracy and consistency across agents and programs.
  • Analyze QA data trends by agent, team, program, and call type to identify systemic risks and coaching opportunities.
  • Build and maintain QA dashboards/reporting for leadership visibility into call quality performance.
  • Works directly with leadership to drive process improvements within the team

QA in Case Handling (~25%)

  • Provide real-time QA oversight (documentation verification, record checks, case review, and process adherence checks).
  • Coach teams on quality behaviors; support training, change control, and document control.
  • Participate in deviation/incident investigations; perform root cause analysis and implement systemic fixes.

CAPA Management (~15%)

  • Own the CAPA process: intake, evaluation, disposition, and documentation.
  • Coordinate with Compliance and Program teams; ensure root cause resolution and effectiveness verification.
  • Support/coordinate CAPA trending: analysis, tracking, notifications, execution, and effectiveness checks.
Requirements:

Qualifications

  • 2–5 years in Quality Assurance within a call center, pharmacy operations, patient support programs, or related environment.
  • Working knowledge of applicable Board of Pharmacy and FDA requirements as they relate to patient-facing calls.
  • Hands-on experience with call quality monitoring, QA scorecards, and CAPA/deviation investigations.
  • Experience with speech analytics platforms (e.g., CallMiner or similar) and a QMS/eQMS (e.g., Dot or similar).
  • Strong data fluency; comfortable building and interpreting QA trend reports and dashboards.
  • Zendesk or comparable ticketing/case-management platform experience for issue intake, triage, and documentation.
  • Strong attention to detail; clear written/verbal communication; ability to influence cross-functionally under time pressure.

Desired Attributes

  • CPhT or state Pharmacy Technician license; RAC, ASQ CQA, or similar quality certification.
  • Experience with complaint/PQC intake and documentation practices.
  • Familiarity with scope-of-practice enforcement and escalation protocols in a call center setting.
  • Prior work in a pharmacy call center, patient support, or program services environment.

Work Environment

  • Location: Remote
  • Schedule: Full-time
  • May require additional availability or flexibility for audits or investigations.
  • Regular meetings with teams, departments, or leadership to ensure alignment.

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.


Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel.Gifthealth reserves the right to modify job duties or descriptions at any time.

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