Quality Assurance Analyst, Call Centers Salary

Call Centers Quality Assurance Analysts in the United States take home an average $15.14 per hour. Location is the biggest factor affecting pay for this group, followed by career length. Most Call Centers Quality Assurance Analysts survey respondents are women (71 percent). A strong majority report receiving medical coverage from their employers and a fair number collect dental insurance. Job satisfaction is reported as high by the vast majority of workers. The figures in this overview were provided by individuals who took PayScale's salary questionnaire.

$31,473 - $55,153
(Median)
$31K
$42K
$55K
MEDIAN: $41,645
10%
50%
90%

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$10.92 - $20.24
(Median)
$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
$31,473 - $55,153  
   
Bonus
$0.00 - $3,959  
Profit Sharing
$900  
Commission
$7,751  
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).
)
$24,729 - $50,201  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 115
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
$10.92 - $20.24  
   
Overtime
$15.42 - $30.34  
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
$0.00 - $3,959  
   
Commission
$7,751  
Profit Sharing
$900  
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).
)
$24,729 - $50,201  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 157
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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

  • 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

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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, Microsoft Excel, 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.


Experience does not seem to be a strong driver of pay increase in this role. Someone who has worked for fewer than five years earns around $35K on average. Individuals with five to 10 years of experience don't get much more, though; the average income in this group is $37K. Call Centers Quality Assurance Analysts bring in $41K after working for 10 to 20 years. Old hands boasting more than twenty years of relevant experience report pay that is more or less commensurate with that extensive experience; average earnings for this group come out to approximately $45K.

Quality Assurance Analyst, Call Centers Reviews

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.

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Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
up arrow 20%

Experienced
up arrow 11%

National Average
$37,000

Mid-Career
up arrow 1%


Skills That Affect Quality Assurance Analyst, Call Centers Salaries

Microsoft Office
up arrow 2%

National Average
$37,000

Microsoft Excel
up arrow 3%

Customer Service
up arrow 6%

Powerpoint
up arrow 15%

Microsoft Word
up arrow 19%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 44 votes.

Gender

Female
71 %
Male
29 %

Years of Experience

Less than 1 year
4%
1-4 years
55%
5-9 years
25%
10-19 years
15%
20 years or more
2%

Common Health Benefits

medical benefits
Medical: 80%
dental benefits
Dental: 74%
medical benefits
Vision: 67%
dental benefits
None: 18%
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