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.

$32,667 - $54,766
$33K
$41K
$55K
MEDIAN: $40,923
10%
50%
90%

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$11.42 - $20.85
$11
$15
$21
MEDIAN: $15.11
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$19K$38K$57K
Salary
$32,667 - $54,766  
   
Bonus
$150.00 - $5,595  
Profit Sharing
$250.00  
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  
Country: United States | Currency: USD | Updated: 25 Mar 2017 | Individuals Reporting: 53
National Hourly Rate Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$11$22$33
Hourly Rate
$11.42 - $20.85  
   
Overtime
$15.60 - $32.97  
National Annualized Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$22K$44K$66K
Bonus
$150.00 - $5,595  
   
Profit Sharing
$250.00  
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  
Country: United States | Currency: USD | Updated: 25 Mar 2017 | Individuals Reporting: 91

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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.

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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.

Quality Assurance Analyst, Call Centers Job Listings

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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

National Average: $35,775

Larger city markers indicate a job is popular in that 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.

Quality Assurance Analyst, Call Centers Reviews

Q: What is it like working as a Quality Assurance Analyst, Call Centers?

Quality Assurance Analyst, Call Centers in Fort Worth:
Pros: Being able to interact with clients and agents to assist them in getting better at there job as well as make sure our members have the best customer service.
Cons: Having to deal with immature people and management.

Related Job Salaries

Key Stats for Quality Assurance Analyst, Call Centers

Gender

Female
71 %
Male
29 %

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 23 votes.
Less than 1 year
3%
1-4 years
56%
5-9 years
24%
10-19 years
14%
20 years or more
2%
Location:
Years in Fields/Career:
United States (change)

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
▲25%

▲13%

▲9%

National Average
$36,000

▼7%

Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$36,000


Customer Service
▼3%


Powerpoint
▼12%

Microsoft Word
▼16%

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 23 votes.

Gender

Female
71 %
Male
29 %

Years of Experience

Less than 1 year
3%
1-4 years
56%
5-9 years
24%
10-19 years
14%
20 years or more
2%

Common Health Benefits

medical benefits
Medical: 85%
dental benefits
Dental: 77%
vision benefits
Vision: 74%
no benefits
None: 15%