Virtual Call Center Quality Assurance: What Is It? and How to Become One? | Ziprecruiter

Virtual call center quality assurance representatives monitor the performance of call center employees and ensure they adhere to the company’s procedures in handling calls. In this remote role, you may contact customers to ask them about the service they received, review reports about remote employees, and monitor a feedback hotline. You also help score each agent based on their performance, check inbound and outbound call logs to see how fast employees resolve problems, and determine whether or not an employee’s performance is satisfactory. Virtual call center quality assurance representatives frequently listen to recordings of calls to evaluate employee responses, customer satisfaction, and whether things were handled appropriately during unusually long calls.

To become a virtual call center quality assurance representative, you need to have extensive experience working in a call center and an understanding of how call centers run. Many employers prefer candidates with an associate or bachelor’s degree, but also consider those with direct quality assurance experience who do not have a degree. Obtain a position at a call center to become familiar with call center regulations and learn how to use standard computer programs used at call centers. Seek leadership and training roles, especially quality assurance-type responsibilities, to gain experience in evaluating the performance of other employees. Once you have several years of experience in the industry, seek virtual call center quality assurance representative positions.