Talent.com
QA Manager (Call Center)
QA Manager (Call Center)TEKsystems • Schaumburg, IL, US
QA Manager (Call Center)

QA Manager (Call Center)

TEKsystems • Schaumburg, IL, US
job_description.job_card.variable_hours_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Job Description

About the Role :

We are seeking a Quality Assurance Manager to lead and enhance QA processes within a dynamic call center environment. This role is ideal for someone who thrives in building programs from the ground up and enjoys driving compliance, quality, and customer satisfaction through strategic oversight and hands-on leadership.

Key Responsibilities :

  • Collaborate with management and compliance teams to ensure quality metrics are met by Customer Service Representatives.
  • Supervise and coach QA Analysts, enforcing policies and best practices.
  • Monitor recorded calls, perform audits, and track performance to ensure adherence to guidelines.
  • Develop and implement QA reporting KPIs and calibration processes.
  • Act as a Subject Matter Expert (SME) on quality compliance, providing insights to leadership.
  • Partner with managers to improve customer service behaviors and compliance.
  • Design QA programs and strategies tailored to Salesforce case management workflows.

Top Skills & Qualifications :

  • 1–3 years of experience in call center quality assurance and QA leadership.
  • Proven ability to lead QA calibration calls with internal and external stakeholders.
  • Experience managing remote teams preferred.
  • Strong knowledge of industry standards, best practices, and QA methodologies.
  • Proficiency in MS Office Suite and Salesforce (required).
  • Excellent communication and interpersonal skills.

    • Additional Attributes :

  • Ability to thrive in a changing environment and embrace ambiguity.
  • High attention to detail and strong managerial courage.
  • Interpersonal savvy and ability to manage and measure work effectively.

    • Work Environment :

  • Schaumburg office (onsite or hybrid TBD).
  • Typical hours : Monday–Friday, 8 AM–6 PM .

    • Pay and Benefits

    The pay range for this position is $30.00 - $45.00 / hr.

    Eligibility requirements apply to some benefits and may depend on your job

    classification and length of employment. Benefits are subject to change and may be

    subject to specific elections, plan, or program terms. If eligible, the benefits

    available for this temporary role may include the following :

  • Medical, dental & vision
  • Critical Illness, Accident, and Hospital
  • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents)
  • Short and long-term disability
  • Health Spending Account (HSA)
  • Transportation benefits
  • Employee Assistance Program
  • Time Off / Leave (PTO, Vacation or Sick Leave)

    • Workplace Type

    This is a hybrid position in Schaumburg,IL.

    Application Deadline

    This position is anticipated to close on Nov 4, 2025.

    h4>

    About TEKsystems : \n\n

    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

    \n\n

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

    \n\nAbout TEKsystems and TEKsystems Global Services \n\n

    We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

    \n\n

    The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

    serp_jobs.job_alerts.create_a_job

    Call Center Manager • Schaumburg, IL, US