Avg. Base Hourly Rate (USD)
The average hourly pay for a Quality Assurance Analyst, Call Centers is $19.13
What is the Pay by Experience Level for Quality Assurance Analyst, Call Centers?
An early career Quality Assurance Analyst, Call Centers with 1-4 years of experience earns an average total compensation (includes tips, bonus, and overtime pay) of $19.16 based on 8 salaries. A mid-career Quality Assurance Analyst, Call Centers with 5-9 years of experience earns an average total compensation of $16.28 based on …Read more
What Do Quality Assurance Analyst, Call Centers Do?
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 …Read more
- 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.