Quality Assurance Analyst, Call Centers Salary
Pay for Call Centers Quality Assurance Analysts in the United States sits in the ballpark of $15.12 per hour. Location is the biggest factor affecting pay for this group, followed by years of experience. Most Call Centers Quality Assurance Analysts survey respondents are women (71 percent). Most enjoy medical while a strong majority get dental coverage. Vision coverage is also available to a fair number. Job satisfaction for Call Centers Quality Assurance Analysts is high.
Job Description for Quality Assurance Analyst, Call Centers
Call center quality assurance analysts ensure that all inbound or outbound calls meet company standards. This means that they read over call transcripts and/or listen to audio recordings to discover issues and then come up with strategies to address any problems they find. Call center quality assurance analysts also compile issues and recommendations for improvements, giving this information to their managers. They also prepare and/or update existing guidelines to ensure calls are at their desired quality level.Read More...
Typical employers of a call center quality assurance analyst are inbound and outbound telemarketers, as well as debt collectors. A call center quality assurance analyst must be able to sit for long periods of time. This is generally a full-time position with the possibility of overtime. These analysts' hours may vary depending on the needs of the company.
Call center quality assurance analysts generally need to have at least a high school diploma or equivalent, as well as at least one to three years of relevant work experience. These analysts must be be self-motivated individuals who are strong team players and have excellent communication skills. They should also be able to multitask effectively, working on many projects simultaneously, and pay excellent attention to detail.
Quality Assurance Analyst, Call Centers Tasks
- Monitor and evaluate call to the call center, and listen for deviations from organizational policies and standards.
- Synthesize and analyze call data to report on ticketing, timing, and other key metrics.
- Audit and review quality assurance processes and tasks, including calibrating across analysts.
- Document problems and provide feedback and coaching to improve call center quality.
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Popular Skills for Quality Assurance Analyst, Call Centers
Call Centers Quality Assurance Analysts usually report a few specific skills. Most notably, skills in Microsoft Office, Customer Service, Microsoft Excel, and Powerpoint are correlated to pay that is above average. At the other end of the pay range are skills like Microsoft Word, Powerpoint, and Microsoft Excel. Most people familiar with Microsoft Excel also know Microsoft Word.
Pay by Experience Level for Quality Assurance Analyst, Call Centers
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Experience does not seem to be a strong driver of pay increase in this role. Respondents with less than five years' experience take home $33K on average. In contrast, those who have been around for five to 10 years earn a noticeably higher average of $38K. For Call Centers Quality Assurance Analysts, 10 to 20 years of experience on the job amounts to an average salary of $42K. People who have worked for more than 20 years report a median income of $45K, which is barely higher than the median for folks with 10 to 20 years of experience.
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