QA transition
I work in QA for Sprint for one of their escalation departments. I spend my time monitoring agent calls and auditing agent casework. The monitors are based on following internal policy as well as customer advocate behaviors. I'm wondering what positions in other companies this would translate to as well as what level of compensation I should be looking for.
This is good place to get understanding of the it business, next step can be taking any QA Engineering courses, after that you can switch to Test Engineer and eventually you will get a chance to get Software Engineer title. Every such step usually imply changing company
I'm confused as to how monitoring calls and cases would jump to QA Engineering? I see no relevant transfer of knowledge other than did they do what the plans tell them to do. I'm not an engineer nor do I have that background. I haven't taken a math course in 20 years.
First time QA folks in software engineering teams usually start out with manual testing. This requires you to have good troubleshooting skills to help understand what's going on when you find a bug. It also requires effective communication between developers and other product stakeholders to help make sure everyone is aligned with regard to how the system should behave, what the acceptance criteria is, and what is a bug vs expected functionality. It also requires good organizational skills to make sure bugs are clearly documented with clear and concise comments as bugs and other change requests flow through the development cycle. If those things align with your skillset you'll want to emphasize that on your resume. Advancement opportunities will be limited without coding skills though.
Call Center QA