The primary responsibility of the call center Quality Assurance Representative is to measure and evaluate the performance of the sales and customer service representatives who come in direct contact with the company's consumer base.

The quality assurance representative must ensure compliance with company and industry standards.

The Quality Assurance Representatives will use call monitoring and audio recording software to evaluate representatives' call performance. When monitoring calls, they typically listen for and follow a template of requirements, scoring representatives on the performance metrics set forth by the company