20 Best call center quality assurance jobs (Hiring Now!)

Call Center Bilingual Quality Assurance Analyst [not a software QA role]
U.S. LawShield —Houston, TX2.7
Listen to phone calls and review email, chat, and social media messaging (English & Spanish) to ensure advisors are providing accurate information and building…
Estimated: $50,000 - $60,000 a year
Quick Apply
Quality Assurance - Call Center
Firstsource Solutions —Palm Bay, FL3.2
Ability to work across the training cycle from training needs analysis, design, delivery and evaluation. Experience in data collection, analysis (RCA, TNI,…
From $19 an hour
Quick Apply
2d
Call Center Quality Assurance Specialist
HungerRush —Remote3
Call Quality Evaluation: Listen to recorded calls to assess call quality, agent performance, adherence to scripts, and compliance with company policies and…
Estimated: $35.5K - $45K a year
Quick Apply
8d
Call Center Quality Specialist (Remote)
Commonwealth Care Alliance —Boston, MA3.4
Must have two years or more experience providing customer-focused service/activities; experience answering multiple calls at one time and managing large amounts…
Estimated: $51.6K - $65.3K a year
Quick Apply
Call Center - Quality Assurance Specialist
Crawford & Company —Peachtree Corners, GA3.4
Possesses the ability to answer or resolve the more difficult questions or problems regarding the claim intake and claim validation processes.
Estimated: $41K - $51.9K a year
14d
Bilingual Call Center Quality Assurance Representative
Maxsip Telecom —Valley Stream, NY4
Collaborate with the training team to develop targeted training programs for representatives. Utilize established evaluation criteria to assess CSR performance,…
Estimated: $18 - $24 an hour
Quick Apply
Vacation Services Training and Quality Supervisor | Up to $27/hr with bonus
Grand Pacific Resorts —Carlsbad, CA3.8
You will lead your team through example as well as through daily oversight of inbound and outbound calls in queue, transactions, escalations, and expectation of…
Estimated: $23 - $27 an hour
Quick Apply
11d
Call Center Quality Assurance Specialist
AutoNation Headquarters —Fort Lauderdale, FL3.3
As a QA Specialist, you will help ensure the highest quality of customer service by monitoring and evaluating calls, providing feedback and suggestions on…
Estimated: $42,000 a year
7d
Legal Intake Quality Control
Tort Intake Professionals —Las Vegas, NV
Job Requirements: *Experienced call-center, customer service, legal secretary, and answering service agents, only. Quality assurance: 1 year (Preferred).
Estimated: $18 - $23 an hour
Quick Apply
Employee Response Center - Call Center Quality Assurance Analyst
Higginbotham Insurance Agency, Inc —Fort Worth, TX3.7
Repeated use of hearing and speech to communicate on the telephone and in person. Formulate recommendations to improve Higginbotham’s call quality, with a focus…
Estimated: $46.1K - $58.3K a year
19h
Contact Center - Quality Assurance Specialist
ITCON Services —Orlando, FL2.6
Review and complete evaluations on a subset of support agents customer interactions (calls, chats, email, etc.).
Estimated: $40,000 - $50,000 a year
Quick Apply
Quality Analyst I
Appen —Remote3.5
Appen’s Quality Analyst (QA) will be responsible for monitoring and driving key performance metrics for a group of independent contractors (ICs) and employees …
Estimated: $39.9K - $50.6K a year
Senior Customer Support Quality Assurance Specialist
Truework —Remote3.3
Prior experience being directly responsible for using data to prioritize learning & development and quality assurance programs with competing interests or goals…
Estimated: $47.8K - $60.6K a year
Quick Apply
Quality Assurance and Training Specialist
HealthMine Services, Inc. —Remote5
Assist with the design, implementation, and monitoring of the Client Services Quality Assurance Program policies and procedures.
Estimated: $48,000 - $53,000 a year
Quick Apply
Auditor, Call Center Quality
Molina Healthcare —Omaha, NE3.3
Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls. This position will help preserve service excellence…
$14.90 - $29.06 an hour
Call Center Quality Assurance Analyst
Holman —Mount Laurel, NJ3.3
Monitor, review and evaluate recorded phone calls and text-based interactions for CEC Coordinators to set basis for Calabrio AI programming and provide a…
Estimated: $60,000 - $65,000 a year
Quick Apply
Call Center Quality Assurance Analyst, BHMG North Admin
BocaCare, Inc. —Boca Raton, FL4.1
Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. The Quality Assurance Analyst supports staff through consistent…
Estimated: $18.41 - $23.93 an hour
Quality Assurance Coordinator- Call Center
Maximus —Richmond, VA3.2
Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those…
Up to $20.30 an hour
Supervisor, Clinical Care Quality Assurance
Capital Rx —New York, NY4
Monitor calls, review findings and assist with development and compliance with improvement plans set forth by the Clinical Care Manager and Supervisors on a…
Estimated: $120,000 - $125,000 a year
Call Center Quality Assurance Analyst
PLS Financial Services, Inc. —Oak Brook, IL3.1
Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree. Ability to lift 15 lbs.
Estimated: $62.4K - $79.1K a year

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Call Center Bilingual Quality Assurance Analyst [not a software QA role]

U.S. LawShield - 2.7 Houston, TX

Quick Apply

Job Details

Full-time $50,000 - $60,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Employee assistance program
Vision insurance

Qualifications

Live chat
Bilingual
Spanish
Social media management
English
Property & Casualty License
Quality assurance
Organizational skills
Computer skills
1 year
Time management

Full Job Description

At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently.

Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

Please note: This is a call center QA position with the focus being development of our phone support team members, i.e., this role is not related to software QA.

This is a hybrid position; onsite work is required, on average, 2-3 days each week from our corporate headquarters located in Webster, Texas. Bilingual fluency, both written and verbal in English/Spanish, is required.

Position

The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business.

The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

Required Skills & Abilities

Listen to phone calls and review email, chat, and social media messaging (English & Spanish) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
Score and review advisor performance on both relationship-building and process execution
Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
Establish and keep professional development plans and schedules
Coach, mentor, and train teammates
Inform advisors and leadership on necessary recursive training based on observations
Create and contribute to a climate of teamwork and mission-focused task executio
Demonstrate the values of U.S. LawShield
Perform other related duties as assigned

Education & Experience

1 year of experience as a Quality Assurance Analyst in a contact center environment required (2+ years of experience preferred)
Bilingual fluency, written and verbal, in English and Spanish required
Background in contact center roles, responsibilities, and operational execution
Exceptional organization and time management skills
Ability to maintain close attention to detail and accuracy
Experience building rapport and offering individualized coaching tips to various personality types
Familiarity with contact center service and selling techniques
Proficient computer skills with the ability to learn new software
Possess a current Property and Casualty Insurance License or can attain one {company pays for licensing/reciprocity}

Supervisory Responsibilities

Tracking and documentation of Community Care Center representative activities
Reporting on results and performance of representatives to contact center leadership
Coaching and development of contact center representatives to improve member and customer experience

Benefits

Salary of $50,000 - $60,000, commensurate with experience
Performance-based quarterly bonuses
15 days of PTO per calendar year, with additional time accruing with tenure
10 paid holidays
Medical, dental, vision and additional supplemental coverage options
Employee Assistance Program with travel protection, counseling, and medical bill-saver program
401(k)
U.S. LawShield membership included with employment

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Experience level:

1 year

Shift:

8 hour shift

Weekly day range:

Monday to Friday
Weekends as needed

Work setting:

Hybrid remote

Ability to commute/relocate:

Houston, TX 77058: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

Do you now, or will you in the future require sponsorship to work in the U.S.?
U.S. LawShield is a pro-self-defense organization. What interests you most, specifically, about working with U.S. LawShield?
Do you have at least one year of experience as a Quality Assurance Analyst within a high-volume contact center environment?

Language:

Spanish (Required)

Work Location: Hybrid remote in Houston, TX 77058

Quick Apply

call center quality assurance jobs

Call Center Bilingual Quality Assurance Analyst [not a software QA role]

Quality Assurance - Call Center

Call Center Quality Assurance Specialist

Call Center Quality Specialist (Remote)

Call Center - Quality Assurance Specialist

Bilingual Call Center Quality Assurance Representative

Vacation Services Training and Quality Supervisor | Up to $27/hr with bonus

Call Center Quality Assurance Specialist

Legal Intake Quality Control

Employee Response Center - Call Center Quality Assurance Analyst

Contact Center - Quality Assurance Specialist

Quality Analyst I

Senior Customer Support Quality Assurance Specialist

Quality Assurance and Training Specialist

Auditor, Call Center Quality

Call Center Quality Assurance Analyst

Call Center Quality Assurance Analyst, BHMG North Admin

Quality Assurance Coordinator- Call Center

Supervisor, Clinical Care Quality Assurance

Call Center Quality Assurance Analyst

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