Call Center Quality Assurance Job: Is It Right For You?

    Call Center Quality Assurance Job: Is It Right For You?
    18:54

    Call centers are vital to modern businesses, offering a way for customers to get help and connect. It is crucial to manage this experience to make it as smooth and pleasant as possible. Without good customer service, consumers are less likely to continue doing business, leading to a dramatic loss in sales and a negative impact on brand reputation.

    Because delivering a positive customer experience is so important, maintaining it through quality assurance is now more critical than ever.

    80% of customers say that the experience a company provides is just as important as its products and services, meaning that maintaining that positive experience is crucial to their success just as much as product development.

    In this article, we’ll explore how impactful a call center quality assurance job can be, including its functions, the key parts of the job, day-to-day tasks, and the pros and cons of working in call center QA.

    What is call center quality assurance?

    We all know what the typical call center experience is like on the consumer end, with agents answering queries and helping customers however they can.

    Call center quality assurance is a process used to ensure that these agents deliver consistent, high-quality service. This can include things like monitoring and evaluating different aspects of customer interactions (phone calls, emails, live chat, and other communication channels).

    The primary goal of a contact center quality assurance job is to enhance customer satisfaction, improve agent performance, and maintain compliance with company policy and industry (or governmental) regulations.

    However, it goes beyond just listening to conversations and scoring them according to a rubric. They also collect and analyze data to improve different processes within the call center, find new coaching opportunities, and help agents improve their skills across the board.

    The impact of good quality assurance is noticeable, too. Well-trained agents can resolve issues faster and more accurately, de-escalate tough situations, and even improve sales and the overall customer experience.

    80% of shoppers are willing to pay extra for a brand that offers exceptional customer service.

    Call center quality assurance job description: Top responsibilities, skills needed, average salary

    At their most basic, call center quality assurance jobs were created to ensure that agents deliver high-quality customer service, normally through evaluating calls, and providing feedback and training.

    However, as technology and contact center functions have evolved, these positions have started to incorporate more data analytics to drive these improvements and reinforce the skills of the agents they train.

    What are the day-to-day responsibilities of a call center quality assurance auditor?

    With a call center quality assurance job, the role is crucial in ensuring the delivery of consistent, high-quality service.

    By maintaining rigorous standards and providing constructive feedback, you help create an environment where agents thrive and customers leave feeling satisfied and willing to return. Some of the day-to-day responsibilities include:

    • Establishing internal quality standards: Setting clear, measurable standards that align with the company’s goals and ensure a consistent approach to customer service.
    • Quality monitoring of customer interactions across channels: Regularly monitoring calls, emails, live chats, and social media interactions to assess the quality of service that agents provide.
    • Performing QA evaluations: Conducting thorough evaluations of customer interactions to identify strengths and areas for improvement in agent performance.
    • Giving feedback to agents: Providing constructive feedback, highlighting their strengths and offering personalized training sessions to help them learn and improve.
    • Identifying training requirements: Analyzing and spotting patterns in agent performance to create training that addresses skill gaps and enhances service delivery.
    • Collaborating with other departments to improve overall efficiency: Working closely with other departments within the organization to streamline processes and ensure that quality standards are being upheld across the board.
    • Analyzing and reporting on QA metrics, KPIs, and overall call center performance: Analyzing data and generating reports on key performance indicators (KPIs) and overall call center performance to track progress and identify trends.
    • Communicating with upper management with detailed reports: Sharing the outcomes of the data you collect and analyze with upper management to keep them informed about performance trends, areas of concern, and opportunities for improvement and innovation.
    • Developing strategies to improve KPIs and performance: Creating and implementing strategies aimed at enhancing KPIs and overall performance, driving continuous improvement in the call center.
    • Ensuring a positive, development-focused culture: Fostering a positive, friendly culture of continuous improvement and professional development, encouraging agents to strive for excellence in every interaction.

    10 responsibilities of a call center quality assurance job

    What qualifications do you need for a call center quality assurance job?

    To excel in a contact center quality assurance job, a mix of both technical knowledge and soft skills is essential. While a large part of your job will entail analyzing interactions and creating reports to show agents how they’re performing, it’s equally important to know how to deliver feedback effectively and illustrate the results of your reports to management.

    Some of the qualifications and skills that are ideal for a call center QA job look like:

    • Strong communication skills: Effective communication is critical. You need to know how to articulate feedback clearly and constructively to help agents understand their performance and areas for improvement.
    • Setting SMART goals: The ability to set Specific, Measurable, Achievable, Relevant, and Time-bound (SMART) goals ensures that quality standards are clear and attainable. This helps track progress and achieve consistent improvements over time.
    • Excellent problem-solving skills: QA auditors should be adept at identifying issues and coming up with effective solutions. This can involve analyzing performance data, recognizing patterns, and implementing corrective actions.
    • Solid understanding of KPIs and metrics: A deep understanding of KPIs and metrics is crucial. This knowledge helps in accurately assessing performance, setting benchmarks and goals, and driving short- and long-term improvements.
    • Attention to detail: Meticulous attention to detail ensures that every aspect of customer interactions is thoroughly evaluated and that no issue goes unnoticed.
    • Analytical and reporting skills: Strong analytical skills are necessary to interpret data, identify trends within it, and make data-driven decisions that enhance overall call center performance.
    • Technical proficiency: While you won’t need any IT-level certifications, familiarity with quality assurance software, common office software, and other relevant tools is essential to performing your regular duties. This enables you to efficiently monitor, evaluate, and report on agent performance.
    • Empathy and coaching abilities: An empathetic approach helps provide feedback that is not only constructive but also supportive. This fosters a positive, development-focused culture within the team.
    • Adaptability: A contact center environment is dynamic and ever-changing. Being flexible and adaptable ensures you can quickly adjust to new technologies, processes, and customer expectations.
    • Familiarity with the customer service industry: Naturally, understanding how the customer service industry operates is essential to excelling at a contact center quality assurance job. Knowing how to empathize with customers and handle tough situations, as well as the soft skills to de-escalate and work with callers, is invaluable when providing feedback to agents.
    • Experience with the QA process: Some familiarity with how the QA process works, whether as an agent or in some other capacity, can help understand how agents feel and operate and help them adapt to new processes and information.

    What is the average call center quality assurance job salary?

    The average salary for a call center quality assurance job in the United States varies based on their role, location, and experience.

    On average, a contact center quality assurance job earns about $52,000 per year. More specific roles, like a call center quality assurance specialist, can expect to earn around $71,000 annually, while a management role may go up to $118,000 per year.

    Within the European Union, the average salary for a contact center quality assurance job varies greatly depending on the country. For example, in the United Kingdom, a Quality Assurance Analyst earns about £35,000 per year.

    Finally, in India, the average salary for a call center quality assurance job is around ₹350,000 per year. This salary can also fluctuate based on experience, specific job roles, and the location within the country.

    Is a career in call center QA right for me?

    Just like any job, finding success and happiness within a call center quality assurance job depends entirely on the person. We’ve already covered many of the personality traits and skills necessary to function well in the position, so you should have a pretty good idea of the requirements for these jobs in the real world. 

    If you think you tick all these boxes, let’s take a look at some of the positives to consider within these roles. We’ll also list some of the things you should take into consideration with a career like this. If the positives outweigh the cons, a contact center quality assurance job may fit you well.

    The positives

    There are several roles that fall under the overall quality assurance umbrella, which means that there’s usually a potential for advancement. Some of these roles include:

    • QA Analysts evaluate and monitor the quality of customer interactions and processes, ensuring they adhere to company standards and identifying areas for improvement.
    • QA Managers oversee the entire quality assurance program, including setting quality standards, managing QA teams, and developing strategies to enhance overall performance and customer satisfaction.
    • QA Specialists focus on detailed analysis and evaluation of customer service interactions, providing specific feedback to agents and working closely with teams to implement improvements and call center training programs.

    Additionally, it can feel personally rewarding to work with people and help them improve their skills. Whether it’s an agent who needs help with effective communication or supporting the customers within an industry you’re passionate about, you can make a difference within your workplace and your company.

    Working in a call center quality assurance job is all about problem-solving. If you enjoy spotting problems and areas of improvement and then finding solutions for those issues, then you’ll enjoy working in these kinds of roles. And customer service is always growing, ensuring these positions are always going to be in demand. 

    On top of all this, it’s never been a better time to get into the customer service field with a contact center quality assurance job. With the explosion of AI tools on the market to eliminate tedious tasks and streamline the customer experience, these roles are on the cutting edge of new technology to make their lives easier and more productive.

    Plus, many QA roles have shifted to hybrid or fully remote positions since the pandemic, giving you tons of flexibility to work how you want.

    The considerations

    However, there are still some downsides with these types of jobs. One of the most difficult aspects of it is also its core function—giving critical, constructive feedback. You need to be comfortable with giving criticism and navigating complex situations with agents who may not be so comfortable with feedback.

    Another con to these roles is the pressure to maintain standards. You can coach and offer feedback 24/7, but you can’t guarantee that agents will listen and follow that feedback. That can impact your performance scores and the team as a whole, and it’s mostly out of your hands.

    These jobs can also end up quite repetitive, meaning that they may become boring over time if you’re not in a fast-paced industry.

    How to get started in call center quality assurance: 6 top tips

    Starting a career in call center quality assurance (QA) can be a rewarding journey. To help you navigate this path, here are six top tips to set you on the right track.

    Build up relevant experience

    Start by gaining experience in customer service roles within a call center. Working as an agent allows you to understand the daily operations, common challenges, and customer expectations. This firsthand experience is invaluable as it provides you with a solid foundation and insight into the agent's perspective, which is crucial for a QA role.

    Seek out education and training

    Pursue courses and certifications in quality assurance, customer service management, and relevant software tools. Online platforms, community colleges, and professional organizations offer specialized programs that can enhance your knowledge and skills.

    Certifications such as Certified Quality Improvement Associate (CQIA) or Call Center Quality Assurance (CCQA) can boost your resume and demonstrate your expertise to potential employers. Continuous learning ensures you stay updated with industry standards and best practices.

    Network with other professionals

    Engage with industry professionals through conferences, online forums, and professional networks. Attend industry events, join LinkedIn groups, and participate in webinars to connect with peers and experts. Networking opens up job opportunities and provides mentorship and insights into the latest trends and technologies in contact center QA.

    Develop key skills

    Focus on honing essential skills such as communication, problem-solving, and analytical thinking.

    Effective communication is vital for providing clear and constructive feedback to agents. Problem-solving skills help you identify and address issues that affect quality. Analytical thinking allows you to interpret data, identify patterns, and make informed decisions.

    Additionally, developing proficiency in QA software and tools will enable you to efficiently monitor and evaluate agent performance.

    Create a tailored resume

    Craft a resume that highlights your relevant experience, skills, and certifications. Emphasize your accomplishments in customer service and any QA-related responsibilities you've undertaken.

    Prep for interviews

    Prepare thoroughly for interviews by researching common QA interview questions and practicing your responses. Demonstrate your understanding of QA processes, your analytical skills, and your ability to provide constructive feedback.

    By following these tips, you can effectively position yourself for a successful career in call center quality assurance, helping to improve the efficiency and effectiveness of your operations.

    What does the future hold for call center quality assurance? 3 big trends

    As the call center QA landscape continues to grow, there are always going to be new trends that can impact the industry in good (and bad) ways. Let’s go over the three biggest trends that are shaping the future of contact centers:

    #1. Increasing adoption of AI tools

    AI has made a significant impact across almost all industries, including customer service and call centers. These tools help automate routine tasks, analyze large volumes of calls, chats, emails, and other communication channels, and identify patterns and trends that human analysts might miss.

    Plus, it can offload some of the work of a contact center quality assurance job by automatically scoring interactions based on predefined criteria, helping ensure unbiased evaluations.

    #2. Growing use of data analytics

    Data analytics is becoming increasingly vital within call center QA, offering powerful tools to measure performance and identify areas for improvement. Advanced analytics can track KPIs like first call resolution, average handling time, and customer satisfaction scores.

    This data-driven approach allows teams to make informed decisions, set realistic targets, and monitor progress in real-time better than ever before. Predictive analytics can also forecast future trends and potential issues, enabling management teams to be proactive instead of reactive.

    #3. Importance of an omnichannel approach

    The rise of omnichannel service means customers expect seamless and consistent experiences across multiple communication channels, including phone, email, social media, and live chats. For call center quality assurance, this means expanding the scope of monitoring and evaluations to cover them all.

    Ensuring quality across different platforms requires a unified approach and comprehensive tools that can integrate data from a wide variety of sources. By adopting an omnichannel strategy, businesses can provide a holistic view of customer interactions, ensuring that quality standards are being met across the board.

    Conclusion

    A call center quality assurance job plays a vital role in ensuring that customer service meets high standards. They involve quality monitoring interactions, providing feedback, and using data to drive improvements.

    By building relevant experience, honing your soft skills (like empathy, delivering constructive criticism, and analyzing feedback), and weighing the pros and cons that come with customer service-related jobs, you can absolutely find success in this field.

    Are you already working in a contact center quality assurance position, and you want to take it to the next level? Scorebuddy can help automate your entire QA process with automated scoring, AI-powered data analytics, and 100% interaction analysis to elevate your agents and deliver a top-tier customer experience.

    Get a free Scorebuddy demo today and see how you can automate your QA processes for greater productivity and accuracy.

    Share

    Table of Contents

      Subscribe to the Blog

      Be the first to get the latest insights on call center quality assurance, customer service, and agent training

      FAQ

      Is call center QA a good job?

      Yes, call center QA is a good job for those who enjoy ensuring high standards of customer service and continuous improvement. It offers opportunities to develop critical skills such as communication, problem-solving, and data analysis.

      Additionally, the role is evolving with advancements in AI and analytics, making it dynamic and future-oriented.

      This position can be fulfilling for those passionate about enhancing customer experiences and driving operational efficiency.

      What skills do you need to be a call center quality analyst?

      Some of the most important skills you need to succeed in a call center QA job include:

      • Communication skills: Clear and effective in providing feedback.
      • Analytical skills: Ability to interpret data and identify trends.
      • Attention to detail: Meticulous in evaluating interactions.
      • Problem-solving: Identifying issues and implementing solutions.
      • Technical proficiency: Familiarity with QA software and tools.
      • Empathy: Understanding and supportive in feedback delivery.
      • Organizational skills: Managing multiple tasks and priorities.

      Knowledge of KPIs and metrics: Tracking and analyzing performance indicators.