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Quality Assurance Analyst, Call Centers Salary

Pay for Call Centers Quality Assurance Analysts in the United States sits in the ballpark of $15.14 per hour. Career duration is the biggest factor affecting pay for this group, followed by geography. Women account for the majority of Call Centers Quality Assurance Analysts who responded to the questionnaire — 69 percent to be exact. Job satisfaction is high and work is enjoyable for most Call Centers Quality Assurance Analysts. Most have medical and dental plans, and the greater part have vision insurance. The figures in this rundown are based on the results of PayScale's salary questionnaire.

$29,604 - $53,990
(Median)
$30K
$41K
$54K
MEDIAN: $40,927
10%
50%
90%

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$11.07 - $20.42
(Median)
$11
$15
$20
MEDIAN: $15.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$18K$36K$54K
Salary
$29,604 - $53,990  
   
Bonus
$0.00 - $3,056  
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).
)
$24,899 - $49,962  
Country: United States | Currency: USD | Updated: 2 May 2015 | Individuals Reporting: 107
National Hourly Rate Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$11$22$33
Hourly Rate
$11.07 - $20.42  
   
Overtime
$16.22 - $30.16  
National Annualized Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$22K$44K$66K
Bonus
$0.00 - $3,056  
   
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).
)
$24,899 - $49,962  
Country: United States | Currency: USD | Updated: 2 May 2015 | Individuals Reporting: 138

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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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Call Centers Quality Assurance Analysts report a narrow range of specific skills. Most notably, skills in Microsoft Excel, Customer Service, Microsoft Office, 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 Microsoft Office also typically command lower compensation. Aptitude in Microsoft Excel tends to also indicate an understanding of 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 and pay tend to be weakly linked for Call Centers Quality Assurance Analysts — those with more experience do not necessarily bring in higher earnings. Average salaries for inexperienced employees average out to around $35K, but folks who have five to 10 years of experience earn a higher median of $38K. Call Centers Quality Assurance Analysts claiming one to two decades of experience make an estimated median of $41K. Veterans who have surpassed the 20-year mark may make only slightly more than those who are navigating the mid-career stage; the more senior group reports median earnings of around $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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United States (change)

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
up arrow 21%

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 Excel
up arrow 4%

Customer Service
up arrow 6%

Microsoft Office
up arrow 13%

Powerpoint
up arrow 14%

Microsoft Word
up arrow 21%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 42 votes.

Gender

Female
69 %
Male
31 %

Years of Experience

Less than 1 year
3%
1-4 years
54%
5-9 years
24%
10-19 years
16%
20 years or more
2%

Common Health Benefits

medical benefits Medical: 82% dental benefits Dental: 78%
vision benefits Vision: 64% employee benefits None: 16%
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