Call Center QA Manager

Windows USA; Irving (TX); On-site; USD 70,000 - 100,000; Full time

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.

Skills

Analytical skills

Autonomy

Call center operations

QA coaching

Reporting

Education

Bachelor's degree

Tools

Five9

Balto

Job description

Job Details

Job Location: IRVING, TX 75062

Position Type: Full Time

Job Purpose

- Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3–5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.

Key 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.

Qualifications

• Education: Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
• Experience: 3-5+ years of experience in a call center, contact center, or workforce management role.
• Meaningful experience in quality assurance, real-time operations, or vendor management.
• Proven track record of improving contact center outcomes.
• Experience with Five9/Balto technology.

Required Skills and Abilities

• Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
• Ability to manage telephony technology and real-time call center operations effectively.
• Proficient in QA/coaching and reporting to enhance performance.
• Capability to oversee vendor performance and drive continuous improvement initiatives.
• Autonomous working style with a focus on achieving set goals and objectives.

Equal Employment Opportunity EEO Statement

Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law.

ADA Accommodations

Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources.

At-Will Employment Statement

This position does not create a contract of employment.

Background Check Disclosure

Employment is contingent upon completion of background verification, where permitted by law and based on business necessity.

Disclaimers

This description is intended to outline the general nature of the role.

OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations.

Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.