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Call Center Quality Analyst Jobs (NOW HIRING)

HopeHealth Inc

Call Quality Analyst

Florence, SC · On-site

The Call Quality Analyst is responsible for monitoring and evaluating customer interactions to ... center, quality assurance, or related experience preferred · Knowledge of quality assurance ...

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How much do call center quality analyst jobs pay per year?

As of Jun 10, 2026, the average yearly pay for call center quality analyst in the United States is $64,649.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,000.00 and $83,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Call Center Quality Analyst position, and why are they important?

A Call Center Quality Analyst needs strong analytical skills, a keen attention to detail, and an understanding of call center operations, often supported by a bachelor's degree or relevant experience. Familiarity with quality monitoring software, CRM systems, and sometimes certifications such as COPC or Six Sigma are advantageous. Exceptional communication, active listening, and problem-solving abilities help an analyst provide valuable feedback and foster continuous improvement. Together, these skills ensure accurate evaluation of customer interactions and support the delivery of exceptional service standards within the call center.

What are some typical challenges faced by Call Center Quality Analysts, and how can they be addressed?

Call Center Quality Analysts often encounter challenges such as balancing consistency and fairness in evaluations, managing high volumes of call reviews, and staying current with evolving policies and customer expectations. To address these challenges, analysts rely on robust quality monitoring tools, clear evaluation criteria, and regular calibration sessions with team leaders and agents. Open communication and ongoing training also help ensure that feedback is constructive and aligned with company goals. Embracing a proactive approach to continuous process improvement enables analysts to enhance both agent performance and customer satisfaction.

What is a Call Center Quality Analyst job?

A Call Center Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and efficiency. They assess calls, chats, or emails based on predefined criteria, provide feedback to agents, and recommend improvements. Their role helps enhance customer experience, optimize performance, and maintain company standards.

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What cities are hiring for Call Center Quality Analyst jobs? Cities with the most Call Center Quality Analyst job openings:
What are the most commonly searched types of Call Center Quality Analyst jobs? The most popular types of Call Center Quality Analyst jobs are:
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Call Center Quality Analyst jobs near you
Infographic showing various Call Center Quality Analyst job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 98% Full Time, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.
Call Center Quality Analyst

Call Center Quality Analyst

Virginia Housing Development Authority

Richmond, VA • Hybrid

Full-time

Posted 6 days ago

Job description

Overview

Join Virginia Housing and help make a difference as a Call Center Quality Analyst.

This important role will perform Call Quality Analyst functions for five Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls each day. This includes the ability to perform repetitive tasks while providing excellent results. This position requires a highly motivated Quality Assurance Analyst that works with integrity and presents all call monitoring results accurately in an unbiased and professional manner.

Virginia Housing is one of the nation's leading housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our lending and grant programs.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

To be successful in this role you must possess:

  • High School Diploma or GED
  • Minimum 3 years single family mortgage servicing experience, default and/or performing loans
  • Extensive knowledge with single family ICE/Black Knight Director Servicing system
  • Exceptional analytical skills, with attention to detail.
  • Goal-oriented with the ability to prioritize duties.
  • Effectively utilize Microsoft office, including proficiency utilizing formulas in Excel. 
  • Ability to interpret data and accurately compose results. 
  • Excellent Communication - verbal and written
  • Integrity
  • Reliability
  • Discretion & Judgement
  • Results Oriented

 

The ideal candidate would also have experience in:

  • Call Monitoring Quality Assurance experience preferred but not required
  • Call Center experience preferred but not required
  • Bilingual English and Spanish preferred but not required

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on June 30, 2026.

Hiring Range: $54,000 to $72,500

A background check will be performed as a condition of employment.

A Conflict-of-Interest Act Disclosure form and Secondary Employment Disclosure form will need to be completed as a condition of employment.

Virginia Housing requires associates to live and work within the Commonwealth of Virginia.

Internal applicants 

(MR-4) Please review relevant HR policy under 'Employment Practices' on the Zone before applying. 

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

V3 Certified Military friendly employer

#LI-BM1

#LI-hybrid

Employment Type: FULL_TIME

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