QA Manager (Call Center)

TEKsystems
$30.00 - $45.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Illinois, Schaumburg
Oct 16, 2025
Job Title: Call Center Quality Assurance Supervisor Overview: We are seeking an experienced Quality Assurance Supervisor to lead and enhance the performance of our Call Center QA team. This role is responsible for ensuring that Customer Service Representatives (CSRs) consistently deliver high-quality, compliant, and customer-focused service. The ideal candidate will be a strategic thinker with a strong experience* in quality assurance, audit practices, and case management.* Key Responsibilities: * Collaborate with management and compliance teams to ensure CSRs meet quality metrics through adherence to best practices and procedures. * Evaluate and identify key behaviors that improve the customer experience. * Provide direct supervision and mentorship to Call Center Quality Assurance Analysts. * Enforce policies, procedures, and best practices across the team. * Conduct routine audits and monitor recorded calls to ensure compliance with company standards. * Guide QA Analysts on effective reporting and coaching techniques. * Partner with Managers to reinforce compliant customer service practices. * Serve as a Subject Matter Expert (SME) on quality compliance, behaviors, and performance patterns. * Develop and maintain key performance indicators (KPIs) for reporting and analysis. Required Skills: * Quality Assurance & Control * Audit & Case Management * Salesforce CRM proficiency * Strong attention to detail * Managerial courage and interpersonal savvy * Ability to manage and measure work effectively Preferred Qualifications: * Proven ability to thrive in a dynamic, evolving environment. * Comfortable navigating ambiguity and building new processes. * Experience leading QA teams in a call center or customer service environment. * Expert-level understanding of compliance and customer service standards. 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 Oct 29, 2025. h4>About TEKsystems: 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. 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. About TEKsystems and TEKsystems Global Services 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. 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.