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
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.
Typical employers of a call center quality assurance analyst are inbound and outbound telemarketers, as well as debt collectors. A call center quality assurance analyst must be able to sit for long periods of time. This is generally a full-time position with the possibility of overtime. These analysts' hours may vary depending on the needs of the company.
Call center quality assurance analysts generally need to have at least a high school diploma or equivalent, as well as at least one to three years of relevant work experience. These analysts must be be self-motivated individuals who are strong team players and have excellent communication skills. They should also be able to multitask effectively, working on many projects simultaneously, and pay excellent attention to detail.
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