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Call Center Quality Analyst Jobs (NOW HIRING)

Hocking College

Call Center Analyst

Nelsonville, OH · On-site

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

Hocking College

Call Center Analyst

Charleston, WV · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

Hocking College

Call Center Analyst

Lancaster, OH · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

Rocky Brands, Inc.

Call Center Analyst

OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

New

Rocky Brands, Inc.

Call Center Analyst

Charleston, WV · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

New

Rocky Brands, Inc.

Call Center Analyst

Grove City, OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

New

Rokky Brands

Call Center Analyst

Nelsonville, OH · On-site

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

Rocky Brands, Inc.

Call Center Analyst

Lancaster, OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

New

Hocking College

Call Center Analyst

Grove City, OH · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching ...

Sagility

Quality Analyst

Concord, NC · Remote

Job title: Quality Analyst We are currently hiring a talented Quality Analyst to join us in a ... Six months - 1 year experience with call center or related field Sagility Offers Competitive ...

Sagility

Quality Analyst

Job title: Quality Analyst We are currently hiring a talented Quality Analyst to join us in a ... Six months - 1 year experience with call center or related field Sagility Offers Competitive ...

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Call Center Quality Analyst information

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$30K

$64.6K

$99K

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

As of Jun 11, 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.

More about Call Center Quality Analyst jobs
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:
What states have the most Call Center Quality Analyst jobs? States with the most job openings for Call Center Quality Analyst jobs include:
What job categories do people searching Call Center Quality Analyst jobs look for? The top searched job categories for Call Center Quality Analyst jobs are:
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 Manager (4764)

Call Center Quality Manager (4764)

Three Saints Bay, LLC

Martinsburg, WV

Full-time

Posted 2 days ago

Job description

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.
POSITION RESPONSIBILITIES:
  • Oversees the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
  • Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
  • Monitor an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly report.
  • Perform detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
  • Recommend process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
  • Ensure all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
  • Maintain a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
  • Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.
    POSITION REQUIREMENTS:
  • 2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
  • 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.
We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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