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.
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.
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.
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:
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:
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.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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.
