Quality Assurance Analyst, Call Centers Salary

An average Call Centers Quality Assurance Analyst in the United States can expect to take home roughly $15.07 per hour. Career duration is the biggest factor affecting pay for this group, followed by geography. Most Call Centers Quality Assurance Analysts like their work and job satisfaction is high. Most claim medical and dental insurance and the larger part get vision coverage.

$29,760 - $55,080

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$10.90 - $20.24

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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
$29,760 - $55,080  
   
Bonus
$0.00 - $3,649  
Profit Sharing
$562 - $1,221  
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).
)
$24,741 - $50,224  
Country: United States | Currency: USD | Updated: 18 Jul 2015 | Individuals Reporting: 106
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
$10.90 - $20.24  
   
Overtime
$16.22 - $30.16  
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 - $3,649  
   
Profit Sharing
$562 - $1,221  
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).
)
$24,741 - $50,224  
Country: United States | Currency: USD | Updated: 18 Jul 2015 | Individuals Reporting: 141
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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. Those listing Microsoft Word as a skill should be prepared for drastically lower pay. Powerpoint and Customer Service also typically command lower compensation. Most people who know Microsoft Excel also know Microsoft Office.

Pay by Experience Level for Quality Assurance Analyst, Call Centers

Median of all compensation (including tips, bonus, and overtime) by years of experience.


Call Centers Quality Assurance Analysts with a lot of experience do not necessarily enjoy more money. Workers with less than five years' experience earn around $34K on average, and those who have five to 10 years under their belts see a higher median salary of $37K. Call Centers Quality Assurance Analysts bring in $41K after working for 10 to 20 years. Individuals who report more than two decades of experience seem to make only slightly more than folks in the 10-to-20 year range; the more senior group sees median earnings in the comparatively modest ballpark of $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 22%

Experienced
up arrow 13%

Mid-Career
up arrow 2%

National Average
$37,000


Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$37,000

Microsoft Office
up arrow 1%


Customer Service
up arrow 5%

Powerpoint
up arrow 14%

Microsoft Word
up arrow 20%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 39 votes.

Gender

Female
70 %
Male
30 %

Years of Experience

Less than 1 year
3%
1-4 years
56%
5-9 years
23%
10-19 years
15%
20 years or more
2%

Common Health Benefits

medical benefits Medical: 81% dental benefits Dental: 77%
vision benefits Vision: 64% employee benefits None: 16%
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