Quality Assurance Analyst, Call Centers Salary
Median pay for Call Centers Quality Assurance Analysts in the United States lies in the neighborhood of $15.11 per hour. Location and years of experience each impact pay for this group, with the former having the largest influence. Job satisfaction is reported as high by the vast majority of workers. A large number report receiving medical coverage from their employers and a fair number collect dental insurance. Most Call Centers Quality Assurance Analysts survey respondents are women (73 percent).
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 seem to require a number of specific skills. Most notably, skills in Microsoft Excel, Microsoft Office, Customer Service, and Powerpoint are correlated to pay that is above average. Skills that seem to negatively impact pay include Microsoft Word, Powerpoint, and Customer Service. Most people experienced in 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.
For many Call Centers Quality Assurance Analysts, extensive experience does not lead to significantly more money. Although individuals who have less than five years' experience earn $34K on average, people with five to 10 years benefit from a notably larger average of $39K. Call Centers Quality Assurance Analysts with one to two decades of relevant experience report an average salary of approximately $43K. Call Centers Quality Assurance Analysts who have stuck around for more than two decades see earnings that are only slightly higher than those of folks who have worked for 10 to 20 years; the more senior group makes around $45K on average.
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