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Quality Assurance Manager Call Center

Job in Little Rock, Pulaski County, Arkansas, 72208, USA
Listing for: Hiregy
Full Time position
Listed on 2025-12-07
Job specializations:
  • Management
  • Quality Assurance - QA/QC
Salary/Wage Range or Industry Benchmark: 80000 USD Yearly USD 80000.00 YEAR
Job Description & How to Apply Below

#IND
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Job  – Quality Assurance Manager, Call Center (CCM)

Location:

Little Rock, AR 72223 – This position is onsite

Pay: $80,000 yearly

Type:
Direct hire

Schedule:

Job Description
  • Develops, implements, and continuously enhances quality monitoring programs for call center customer interactions, ensuring alignment with bank policies, compliance standards, and industry best practices.
  • Leads, mentors, and supports a team of Risk and Quality Assurance Specialists through coaching, performance reviews, calibration sessions, and career development touchpoints.
  • Analyzes agent performance data, call evaluations, and risk‑control metrics to identify trends, skill gaps, and improvement opportunities, delivering actionable insights to call center leadership.
  • Partners with cross‑functional stakeholders to refine QA processes, tools, and technologies, and to execute strategic initiatives that elevate service quality and operational effectiveness.
  • Conducts coaching and training for agents and leaders, provides data‑driven feedback, coordinates staffing/resource planning, and ensures ongoing compliance with regulatory and internal requirements.
    • Nice to Have
    • Financial services sector
    Requirements
    • Bachelor’s degree or equivalent experience
    • Must have (2) years of experience with banking software
    • Must have (2) years of recent leadership/supervisory experience
    • Minimum of three (3) years of experience in quality assurance in a call center
    • Must be MS Office proficient including MS Excel
    • High school diploma or equivalent
    • Background check required
    Compensation

    $80,000 per year

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