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.

$32,486 - $54,027
$32K
$41K
$54K
MEDIAN: $41,183
10%
50%
90%

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$11.15 - $20.43
$11
$15
$20
MEDIAN: $15.00
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
$32,486 - $54,027  
   
Bonus
$326.50 - $5,760  
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).
)
$25,068 - $50,429  
Country: United States | Currency: USD | Updated: 18 Jan 2017 | Individuals Reporting: 59
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
$11.15 - $20.43  
   
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
$326.50 - $5,760  
   
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).
)
$25,068 - $50,429  
Country: United States | Currency: USD | Updated: 18 Jan 2017 | Individuals Reporting: 92

Find Out Exactly What You Should Be Paid

United States (change)

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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 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.

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
54%
5-9 years
26%
10-19 years
15%
20 years or more
2%
Location:
Years in Fields/Career:
United States (change)

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
up arrow 24%

Experienced
up arrow 17%

Mid-Career
up arrow 7%

National Average
$36,000


Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$36,000


Customer Service
up arrow 3%


Powerpoint
up arrow 12%

Microsoft Word
up arrow 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
54%
5-9 years
26%
10-19 years
15%
20 years or more
2%

Common Health Benefits

medical benefits
Medical: 85%
dental benefits
Dental: 77%
vision benefits
Vision: 72%
dental benefits
None: 15%
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