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Call Center Quality Analyst Jobs (NOW HIRING)

Intangible Assets

Call Center Director

Vernon Hills, IL · On-site

$150K - $170K/yr

Responsibilities include analyzing call center metrics, implementing operational strategies, and improving service quality. The director will also be tasked with developing and executing policies ...

W3Global Inc.

Call Center Manager

Hialeah, FL

$85K - $100K/yr

... quality, problem resolution, and a customer-centric approach. * Team management capabilities, including coaching, training, mentoring, and developing call center representatives. * Analytical skills ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX · On-site

... quality reviews. * Identify individual performance gaps and recommend coaching actions. * Contribute to supplying call center and help desk performance analysis reports. * Surface customer concerns ...

thryvlgbt

Call Center Manager

Atlanta, GA

Monitor and analyze call center performance metrics to identify areas for improvement * Ensure compliance with company policies and procedures * Provide coaching and training to call center ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX

... quality reviews. * Identify individual performance gaps and recommend coaching actions. * Contribute to supplying call center and help desk performance analysis reports. * Surface customer concerns ...

Just Staffing

Call Center

Surprise, AZ

$15.50 - $19.50/hr

... and quality standards Qualifications: - 1+ years of experience as a Customer Service Representative or in a similar call center role - Strong communication and interpersonal skills - Excellent ...

JT Services

Call Center Manager

Claremore, OK · On-site

$45K - $65K/yr

High call quality, accuracy, and professionalism * Reduced escalations and improved customer ... Ability to analyze performance data and make informed decisions * Proficiency with call center ...

One, Inc.

Manager, Call Center

Knoxville, TN · On-site

... high-quality, cost-effective, and scalable support. This leader is an experienced call center ... Analyze call center data, root cause analysis, product performance and prepare reports for upper ...

JMGK Enterprises LLC

Be Seen First

Outbound Call Center Manager

Boca Raton, FL · On-site

$25 - $45/hr

... team, ensuring productivity, quality, compliance, and performance goals are met. Key ... Analyze performance data and provide reporting and recommendations to leadership.  Address ...

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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 Jul 17, 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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Call Center Quality Analyst jobs near you

Call Center Director

Intangible Assets

Vernon Hills, IL • On-site

$150K - $170K/yr

Full-time

Posted 11 days ago

Job description

Role Description

This is a full-time role for the Director of Call Center Operations, located on-site in Rosemont, IL. The Director of Call Center Operations will be responsible for overseeing the daily operations of the contact center, ensuring high levels of customer satisfaction, and managing the contact center team. Responsibilities include analyzing call center metrics, implementing operational strategies, and improving service quality. The director will also be tasked with developing and executing policies that enhance efficiency and performance.

Qualifications

  • Proven experience in Contact Center Operations and Contact Center Management
  • Strong Customer Satisfaction focus and Analytical Skills
  • Background in Operations Management
  • Excellent leadership and team management capabilities
  • Outstanding communication and interpersonal skills
  • Experience managing third-party vendor relationships, including performance oversight, integration with internal systems and processes
  • Strong understanding of and experience implementing AI strategies and automation technologies to improve call center efficiencies and customer experience
  • Strong analytical and decision-making skills with data-driven leadership style
  • Demonstrated ability to think strategically and apply long-term vision (3-5 years) in developing scalable, customer-focused contact center operations.
  • Bachelor's degree in Business Administration, Management, or a related field preferred
Industry
  • Business Consulting and Services
Employment Type

Full-time