Quality Assurance Analyst, Call Centers Salary
Call Centers Quality Assurance Analysts in the United States can expect wages of $15.11 per hour on average. Geography is the biggest factor affecting pay for this group, followed by years of experience. Medical benefits are awarded to most, and a strong majority earn dental coverage. Job satisfaction is reported as high by the vast majority of workers. Men are in the minority of survey respondents, with female Call Centers Quality Assurance Analysts making up 71 percent. This report is based on responses to the PayScale salary survey.
|Salary||$32,667 - $54,766|
|Bonus||$150.00 - $5,595|
|Total Pay (|
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).)
|$25,261 - $50,528|
|Hourly Rate||$11.42 - $20.85|
|Overtime||$15.60 - $32.97|
|Bonus||$150.00 - $5,595|
|Total Pay (||$25,261 - $50,528|
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
- Audit and review quality assurance processes and tasks, including calibrating across analysts.
- Document problems and provide feedback and coaching to improve call center quality.
- 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.
Quality Assurance Analyst, Call Centers Job Listings
Popular Skills for Quality Assurance Analyst, Call Centers
Call Centers Quality Assurance Analysts report using a diverse set of skills on the job. Most notably, skills in Microsoft Office, Customer Service, Microsoft Excel, and Powerpoint are correlated to pay that is above average. Skills that seem to negatively impact pay include Microsoft Word, Powerpoint, and Microsoft Excel. The majority of those who know Microsoft Excel also know Microsoft Word.
Pay by Experience Level for Quality Assurance Analyst, Call Centers
Pay by Experience for a Quality Assurance Analyst, Call Centers has a positive trend. An entry-level Quality Assurance Analyst, Call Centers with less than 5 years of experience can expect to earn an average total compensation of $33,000 based on 97 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Quality Assurance Analyst, Call Centers with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $39,000 based on 44 salaries. An experienced Quality Assurance Analyst, Call Centers which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $41,000 based on 21 salaries. A Quality Assurance Analyst, Call Centers with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $45,000 based on 5 salaries.
Pay Difference by Location
For those looking to make money, Call Centers Quality Assurance Analysts in Nashville enjoy an exceptional pay rate, 45 percent above the national average. Call Centers Quality Assurance Analysts can also look forward to large paychecks in cities like Wilmington (+17 percent), Atlanta (+10 percent), Charlotte (+7 percent), and Dallas (+3 percent). Falling short of the national average by 16 percent, the area with the worst salaries is Houston.
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