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Call Center Quality Analyst Jobs (NOW HIRING)

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 ...

Integral

Contact Center Quality Analyst Lead

Tysons, VA · On-site

$105K - $120K/yr

Overview Integral Federal is seeking a Quality Assurance Analyst to join a contact center support team for a federal agency. You will play a crucial role by maintaining high service standards through ...

Collabera

Fraud Analyst (Call Center)

Phoenix, AZ

$18 - $22/hr

... high quality IT resources through Staff Augmentation, Global Talent Management, Value Added ... Fraud and Call Center Exp * Tier II: Fraud and no Call Center or Call Center and no Fraud * Tier ...

Genpact

Call Center Analyst

Plano, TX · On-site

Risk Front Office Call Center Analyst Ready to shape the future of work? At Genpact, we don't just ... Meet established productivity, quality, compliance, turnaround time, and customer experience ...

New

Sagility

Quality Analyst

Concord, NC · Remote

Quality Analyst Education: High School Graduate is required Experience ... Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in ...

Sagility LLC

Quality Analyst

Concord, NC · Remote

Quality Analyst Education: High School Graduate is required Experience ... Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in ...

Sagility LLC

Quality Analyst

Quality Analyst Education: High School Graduate is required Experience ... Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in ...

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Call Center Quality Analyst information

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

As of Aug 8, 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 as a call center quality analyst?

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?

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 August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 14% Part Time, 4% Contract, and 1% Nights. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.

Quality Analyst, Contact Center

NYC Health Hospitals

New York, NY • On-site

$47K - $65K/yr

Full-time

Medical, Retirement, PTO

Posted 27 days ago

NYC Health + Hospitals rating

7.5

Company rating: 7.5 out of 10

Based on 74 frontline employees who took The Breakroom Quiz

232nd of 887 rated healthcare providers

Job description

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Work Shifts
9:00 A.M - 5:00 P.M
Duties & Responsibilities
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
The New York City Health & Hospital's Contact Center serves at the front line of our organization often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.
The Contact Center Quality Analyst plays a key role in driving a consistent patient experience that aligns with the values and goals of our organization. This individual will monitor call interactions, report trends, and make recommendations for improvement as well as ensuring all teams are calibrated through clear communication and regular meetings.
General Tasks and Responsibilities Include:
  • Accurately perform observations on recorded or live agent calls and score them against our organizational standards.
  • Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and patient support.
  • Maintain a set work schedule allowing for flexibility based on business needs.
  • Host and facilitate internal, external or QA team calibrations to track results and attendance.
  • Support new hire quality training and transition.
  • Participate in any new policy training to ensure all policies are understood.
  • Ensure all QA Analyst reporting, and communication requirements are met.
  • Ensure all policies and procedures are adhered to and communicate any known infractions to the proper management immediately.
  • Track, triage, and report out any errors made by the Contact Center team that are communicated to leadership by our internal partners or identified through audit reporting.
  • Analyze data for trends and identify areas of opportunity for improvement and present these findings regularly to operations.
  • Performs other related duties as assigned by Contact Center Training and Quality Manager or Sr Director, Contact Center Shared Services.

Minimum Qualifications
1. A Baccalaureate Degree in a relevant field from an accredited college or university; and,
2. One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,
3. A Masters Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
4. A satisfactory combination of education, training and experience.
Department Preferences
  • Contact Center Operations and Quality Auditing
  • Quality Evaluation Processes and Software
  • Ambulatory Care Front Desk Operations and Scheduling
  • Self-starter and ability to work independently.
  • Strong organizational skills, meets deadlines and carries out duties efficiently.
  • Successfully prioritizes competing tasks
  • Ability to analyze and identify agent trending.
  • Effective communication (written and oral).
  • Ability to overcome organizational resistance to change.
  • Experience with creating or compiling reports using various sources of data.
  • Strong Leadership Skills
  • Must be extremely detail oriented with the ability to collaborate with Operations to create thorough corrective and preventative plans.
  • 1-3 Years Healthcare or Contact Center Quality background preferred.
  • 1-3 Years Contact Center experience preferred.

Benefits
NYC Health and Hospitals offers a competitive benefits package that includes:
  • Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
  • Retirement Savings and Pension Plans
  • Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
  • Loan Forgiveness Programs for eligible employees
  • College tuition discounts and professional development opportunities
  • College Savings Program
  • Union Benefits for eligible titles
  • Multiple employee discounts programs
  • Commuter Benefits Programs

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.

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