Quality Assurance Analyst, Call Centers Salary

The average Call Centers Quality Assurance Analyst in the United States can expect to rake in roughly $15.86 per hour. Location and experience level each impact pay for this group, with the former having the largest influence. Medical benefits are awarded to a large number, and a fair number earn dental coverage. Job satisfaction is high and work is enjoyable for most Call Centers Quality Assurance Analysts. Participants in PayScale's salary questionnaire provided the particulars of this report.

$32,045 - $55,434
$32K
$41K
$55K
MEDIAN: $41,251
10%
50%
90%

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$11.73 - $22.13
$12
$16
$22
MEDIAN: $15.86
10%
50%
90%

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$0$55K
Salary $32,045 - $55,434
Bonus $489.36 - $5,519
Profit Sharing $245.66
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).
)
$26,240 - $52,532
  • Country: United States
  • Currency: USD
  • Updated: 13 Oct 2017
  • Individuals Reporting: 46
Hourly Data $0$33
Hourly Rate $11.73 - $22.13
Overtime $15.86 - $33.05
Annual Data $0$52K
Bonus $489.36 - $5,519
Profit Sharing $245.66
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).
)
$26,240 - $52,532
  • Country: United States
  • Currency: USD
  • Updated: 13 Oct 2017
  • Individuals Reporting: 74

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

  • 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.
  • Audit and review quality assurance processes and tasks, including calibrating across analysts.
  • Document problems and provide feedback and coaching to improve call center quality.

Quality Assurance Analyst, Call Centers Job Listings

Popular Skills for Quality Assurance Analyst, Call Centers


Call Centers Quality Assurance Analysts generally report applying a varied skill set to their work. Most notably, skills in Microsoft Office, Customer Service, Microsoft Excel, and Powerpoint are correlated to pay that is above average. Skills that are correlated to lower pay, on the other hand, include Microsoft Word, Powerpoint, and Microsoft Excel. Those familiar with Microsoft Excel also tend to know Microsoft Word.

Pay by Experience Level for Quality Assurance Analyst, Call Centers

Pay by Experience for a Quality Assurance Analyst, Call Centers has a positive trend. An entry-level Quality Assurance Analyst, Call Centers with less than 5 years of experience can expect to earn an average total compensation of $33,000 based on 97 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Quality Assurance Analyst, Call Centers with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $39,000 based on 44 salaries. An experienced Quality Assurance Analyst, Call Centers which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $41,000 based on 21 salaries. A Quality Assurance Analyst, Call Centers with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $45,000 based on 5 salaries.

Pay Difference by Location

National Average: $36,706

Larger city markers indicate a job is popular in that location.

Nashville is home to an above-average pay rate for Call Centers Quality Assurance Analysts, 42 percent higher than the national average. Call Centers Quality Assurance Analysts will also find cushy salaries in Wilmington (+15 percent), Atlanta (+7 percent), Charlotte (+4 percent), and Dallas (+1 percent). The lowest-paying market is Houston, which sits 18 percent below the national average.

Quality Assurance Analyst, Call Centers Reviews

Q: 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

Key Stats for Quality Assurance Analyst, Call Centers

Gender

Female
72 %
Male
28 %

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 29 votes.
Less than 1 year
1%
1-4 years
56%
5-9 years
25%
10-19 years
15%
20 years or more
3%

Experience Affects Quality Assurance Analyst, Call Centers Salaries

Late-Career
▲21%

▲11%

▲6%

National Average
$37,000

▼10%

Skills That Affect Quality Assurance Analyst, Call Centers Salaries

National Average
$37,000


Customer Service
▼5%


Powerpoint
▼14%

Microsoft Word
▼18%

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 29 votes.

Gender

Female
72 %
Male
28 %

Years of Experience

Less than 1 year
1%
1-4 years
56%
5-9 years
25%
10-19 years
15%
20 years or more
3%

Common Health Benefits

medical benefits
Medical: 84%
dental benefits
Dental: 79%
vision benefits
Vision: 71%
no benefits
None: 15%