Call Center QA Lead — Real-Time Ops & Quality

Windows USA

Irving (TX)

On-site

USD 70,000 - 100,000

Full time

14 days+

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Job summary

Windows USA in Irving, TX is seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams. The role requires 3–5+ years in call center operations and hands-on experience with Five9 and Balto to drive improvements in customer satisfaction.

Bachelor's degree required; the ideal candidate demonstrates autonomy, strong analytics, and a proven track record of boosting appointment conversions and agent performance through QA coaching and robust

Qualifications

Bachelor's degree or equivalent practical experience.
3–5+ years in a call/ contact center or workforce management.
Experience in quality assurance and real-time operations.
Proven track record of improving contact center outcomes.
Experience with Five9 and Balto.

Responsibilities

Own telephony technology to ensure seamless communication and operations within the call center.
Manage real-time call center operations to optimize efficiency and effectiveness.
Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
Evaluate vendor performance to ensure alignment with company standards and goals.
Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.