Median pay for Call Centers Quality Assurance Analysts in the United States lies in the neighborhood of $15.11 per hour. Location and years of experience each impact pay for this group, with the former having the largest influence. Job satisfaction is reported as high by the vast majority of workers. A large number report receiving medical coverage from their employers and a fair number collect dental insurance. Most Call Centers Quality Assurance Analysts survey respondents are women (73 percent).

$32,856 - $58,871
(Median)
$33K
$42K
$59K
MEDIAN: $41,972
10%
50%
90%

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$11.42 - $20.52
(Median)
$11
$15
$21
MEDIAN: $15.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$20K$40K$60K
Salary
$32,856 - $58,871  
   
Bonus
$342.26 - $5,741  
Profit Sharing
$254.34  
Commission
$5,500  
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).
)
$25,329 - $51,597  
Country: United States | Currency: USD | Updated: 28 Oct 2016 | Individuals Reporting: 68
National Hourly Rate Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$12$24$36
Hourly Rate
$11.42 - $20.52  
   
Overtime
$15.58 - $33.45  
National Annualized Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$24K$48K$72K
Bonus
$342.26 - $5,741  
   
Commission
$5,500  
Profit Sharing
$254.34  
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).
)
$25,329 - $51,597  
Country: United States | Currency: USD | Updated: 28 Oct 2016 | Individuals Reporting: 91
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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 seem to require a number of specific skills. Most notably, skills in Microsoft Excel, Microsoft Office, Customer Service, and Powerpoint are correlated to pay that is above average. Skills that seem to negatively impact pay include Microsoft Word, Powerpoint, and Customer Service. Most people experienced in Microsoft Excel also know 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.


For many Call Centers Quality Assurance Analysts, extensive experience does not lead to significantly more money. Although individuals who have less than five years' experience earn $34K on average, people with five to 10 years benefit from a notably larger average of $39K. Call Centers Quality Assurance Analysts with one to two decades of relevant experience report an average salary of approximately $43K. Call Centers Quality Assurance Analysts who have stuck around for more than two decades see earnings that are only slightly higher than those of folks who have worked for 10 to 20 years; the more senior group makes around $45K on average.

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.

Related Job Salaries

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Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
up arrow 21%

Experienced
up arrow 17%

Mid-Career
up arrow 6%

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%

Powerpoint
up arrow 15%

Microsoft Word
up arrow 18%

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 23 votes.

Gender

Female
73 %
Male
27 %

Years of Experience

Less than 1 year
3%
1-4 years
53%
5-9 years
28%
10-19 years
14%
20 years or more
2%

Common Health Benefits

medical benefits
Medical: 86%
dental benefits
Dental: 78%
medical benefits
Vision: 73%
dental benefits
None: 13%
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