Quality Assurance Analyst, Call Centers Salary

The average Call Centers Quality Assurance Analyst in the United States earns approximately $15.10 per hour. With some bonuses approaching $3K and certain profit sharing proceeds approaching $4K, overall incomes of Call Centers Quality Assurance Analysts spread between $25K and $50K depending on individual performance. Career duration and the particular city each impact pay for this group, with the former having the largest influence. Female Call Centers Quality Assurance Analysts are more common than men among those who completed the survey; more than half (67 percent) are women. Medical and dental benefits are awarded to a large number, and the greater part earn vision coverage. Job satisfaction is high and work is enjoyable for most Call Centers Quality Assurance Analysts.

$29,603 - $53,722
(Median)
$30K
$41K
$54K
MEDIAN: $40,789
10%
50%
90%

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$11.03 - $20.64
(Median)
$11
$15
$21
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
$29,603 - $53,722  
   
Bonus
$0.00 - $3,081  
Profit Sharing
$246.58 - $3,973  
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).
)
$24,992 - $49,820  
Country: United States | Currency: USD | Updated: 31 Mar 2015 | Individuals Reporting: 110
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
$11.03 - $20.64  
   
Overtime
$15.97 - $30.00  
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 - $3,081  
   
Profit Sharing
$246.58 - $3,973  
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).
)
$24,992 - $49,820  
Country: United States | Currency: USD | Updated: 31 Mar 2015 | Individuals Reporting: 134

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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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Typical Call Centers Quality Assurance Analysts report a focused set of job 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. Microsoft Word is a skill commonly found among those who know Microsoft Excel.

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 do not generally earn higher incomes from more experience in the field. Relatively untried employees who have less than five years' experience make $35K, but folks with five to 10 years under their belts enjoy an appreciably larger median of $38K. Call Centers Quality Assurance Analysts with one to two decades of relevant experience report an average salary of approximately $42K. Call Centers Quality Assurance Analysts with more than 20 years of experience report incomes that are only modestly higher; the median for these old hands hovers around $45K.

Related Job Salaries

United States (change)

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
up arrow 20%

Experienced
up arrow 13%

Mid-Career
up arrow 3%

National Average
$37,000


Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$37,000

Microsoft Excel
up arrow 2%

Customer Service
up arrow 6%

Microsoft Office
up arrow 13%

Powerpoint
up arrow 15%

Microsoft Word
up arrow 20%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 43 votes.

Gender

Female
67 %
Male
33 %

Years of Experience

Less than 1 year
3%
1-4 years
55%
5-9 years
24%
10-19 years
16%
20 years or more
2%

Common Health Benefits

medical benefits Medical: 82% dental benefits Dental: 77%
vision benefits Vision: 64% employee benefits None: 15%