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Quality Assurance Analyst, Call Centers Salary

Call Centers Quality Assurance Analysts in the United States take home approximately $15.08 per hour on average. In the world of Call Centers Quality Assurance Analysts, overall income ranges from $25K near the bottom to $50K at the top; this can include more than $3K from bonuses and more than $4K from profit sharing in exceptional cases. Career length and the particular city each impact pay for this group, with the former having the largest influence. Job satisfaction is high and work is enjoyable for most Call Centers Quality Assurance Analysts. A fair number enjoy medical while a strong majority get dental coverage. Vision coverage is also available to the larger part. Call Centers Quality Assurance Analysts survey participants are largely women, dominating at 64 percent. The information for this snapshot was generated by responses to the PayScale salary survey.
$28,551 - $53,200
(Median)
29K
35K
40K
46K
53K
MEDIAN: $40,314
10%
25%
50%
75%
90%

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$11.01 - $20.83
(Median)
11
13
15
18
21
MEDIAN: $15.00
10%
25%
50%
75%
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
$28,551 - $53,200  
   
Bonus
$0.00 - $3,109  
Profit Sharing
$247.47 - $3,945  
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).
)
$24,849 - $49,668  
Country: United States | Currency: USD | Updated: 11 Dec 2014 | Individuals Reporting: 115
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
$11.01 - $20.83  
   
Overtime
$15.71 - $30.14  
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 - $3,109  
   
Profit Sharing
$247.47 - $3,945  
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).
)
$24,849 - $49,668  
Country: United States | Currency: USD | Updated: 11 Dec 2014 | Individuals Reporting: 132
United States (change)

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. Skills that seem to negatively impact pay include Microsoft Word, Powerpoint, and Microsoft Office. Microsoft Excel and Microsoft Word are correlating skills — those who know the former usually know the latter.

Related Job Salaries

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Experienced
up arrow 15%

Mid-Career
up arrow 8%

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 5%

Microsoft Office
up arrow 12%

Powerpoint
up arrow 14%

Microsoft Word
up arrow 19%

Job Satisfaction

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

Gender

Female
64 %
Male
36 %

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: 79% dental benefits Dental: 72%
vision benefits Vision: 59% employee benefits None: 19%