Quality Assurance Analyst, Call Centers Salary

An average Call Centers Quality Assurance Analyst in the United States can expect to take home roughly $15.12 per hour. Career length is the biggest factor affecting pay for this group, followed by geography. The majority of Call Centers Quality Assurance Analysts claim high levels of job satisfaction. Men are in the minority of survey respondents, with female Call Centers Quality Assurance Analysts making up 70 percent. Most enjoy medical and dental coverage in this occupation, and the larger part get vision benefits. The data for this synopsis comes from respondents who took the PayScale salary survey.

$29,787 - $54,973
(Median)
$30K
$41K
$55K
MEDIAN: $41,055
10%
50%
90%

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$10.97 - $20.29
(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$19K$38K$57K
Salary
$29,787 - $54,973  
   
Bonus
$0.00 - $3,677  
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).
)
$24,854 - $50,265  
Country: United States | Currency: USD | Updated: 20 Jun 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
$10.97 - $20.29  
   
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 - $3,677  
   
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).
)
$24,854 - $50,265  
Country: United States | Currency: USD | Updated: 20 Jun 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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Popular Skills for Quality Assurance Analyst, Call Centers


Call Centers Quality Assurance Analysts report using a pretty varied skill set 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. Those proficient in Microsoft Excel are, more often than not, also skilled in 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.


For Call Centers Quality Assurance Analysts, experience does not seem to be a major factor in determining pay. During their first five years in the workforce, individuals in this position earn $35K on average. Survey participants with five to 10 years under their belts see an only a slightly bigger average of $37K. After working for 10 to 20 years, Call Centers Quality Assurance Analysts make a median salary of $41K. Call Centers Quality Assurance Analysts who have acquired more than two decades of experience generally do see greater compensation; their average income is 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 21%

Experienced
up arrow 12%

Mid-Career
up arrow 1%

National Average
$37,000


Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$37,000

Microsoft Office
up arrow 2%


Customer Service
up arrow 6%

Powerpoint
up arrow 14%

Microsoft Word
up arrow 21%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 38 votes.

Gender

Female
70 %
Male
30 %

Years of Experience

Less than 1 year
3%
1-4 years
56%
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: 65% employee benefits None: 16%
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