Enterprise Contact Center Quality Director Title: Quality Assurance Manager Location: Orlando ... call monitoring platforms * Must have data analysis experience in MS Excel, SQL, and/or BI tools
Quick apply
Enterprise Contact Center Quality Director Title: Quality Assurance Manager Location: Orlando ... call monitoring platforms * Must have data analysis experience in MS Excel, SQL, and/or BI tools
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Responsible for monitoring and evaluating staff members on the quality and process of work ... Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and ...
Responsible for monitoring and evaluating staff members on the quality and process of work ... Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Quick apply
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Call Operations Analyst
American Fork, UT · On-site
Who you are & what you bring: * 2+ years experience in a call center, appointment setting, customer support, quality assurance, or operations analysis role preferred. * Strong analytical skills with ...
Call Operations Analyst
American Fork, UT · On-site
Who you are & what you bring: * 2+ years experience in a call center, appointment setting, customer support, quality assurance, or operations analysis role preferred. * Strong analytical skills with ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Contact Center Quality Specialist At our company, we move fast, adapt quickly, and turn challenges ... The analyst leads AI call calibration sessions, validates AI-generated quality outputs, and ...
Contact Center Quality Specialist At our company, we move fast, adapt quickly, and turn challenges ... The analyst leads AI call calibration sessions, validates AI-generated quality outputs, and ...
Team Lead Call Center
Cincinnati, OH · On-site
Team Lead Call Center Location:5001 Kingsley Dr. Cincinnati OH 45227 Should be able to work any ... Conduct telephone quality monitoring reviews and meet with Quality Analysts to discuss findings.
Team Lead Call Center
Cincinnati, OH · On-site
Team Lead Call Center Location:5001 Kingsley Dr. Cincinnati OH 45227 Should be able to work any ... Conduct telephone quality monitoring reviews and meet with Quality Analysts to discuss findings.
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)
West Sacramento, CA · Hybrid
$55K - $79K/yr
Prepare quality reports, analyze performance data, and communicate findings and recommendations to ... in a high-volume call center or customer contact center environment. * Experience coaching ...
New
Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)
West Sacramento, CA · Hybrid
$55K - $79K/yr
Prepare quality reports, analyze performance data, and communicate findings and recommendations to ... in a high-volume call center or customer contact center environment. * Experience coaching ...
New
Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)
West Sacramento, CA · Hybrid
$55K - $79K/yr
Prepare quality reports, analyze performance data, and communicate findings and recommendations to ... in a high-volume call center or customer contact center environment. * Experience coaching ...
New
Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)
West Sacramento, CA · Hybrid
$55K - $79K/yr
Prepare quality reports, analyze performance data, and communicate findings and recommendations to ... in a high-volume call center or customer contact center environment. * Experience coaching ...
New
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
Call Center Manager
Omaha, NE · Remote
$100K - $130K/yr
You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report ... Analyze performance data to identify trends and drive continuous improvement * Ensure compliance ...
Call Center Manager
Omaha, NE · Remote
$100K - $130K/yr
You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report ... Analyze performance data to identify trends and drive continuous improvement * Ensure compliance ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
... call center footprint and operations that extend across multiple countries. We deliver Customer ... You'll oversee QA analysts, ensure compliance with client standards, and drive continuous ...
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 ...
Quick apply
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 ...
Analyze operational performance against company and government expectations to identify strengths ... Experience in call center quality assurance and training management. * Strong understanding of ...
Analyze operational performance against company and government expectations to identify strengths ... Experience in call center quality assurance and training management. * Strong understanding of ...
Call Center Supervisor
$19 - $21/hr
Monitor calls for quality assurance and adherence to company policies and procedures. * Handle escalated customer issues and ensure timely resolution. * Analyze call center metrics, including ...
Call Center Supervisor
$19 - $21/hr
Monitor calls for quality assurance and adherence to company policies and procedures. * Handle escalated customer issues and ensure timely resolution. * Analyze call center metrics, including ...
Call Center Quality Analyst information
See salary details
$30K - $36.3K
7% of jobs
$36.3K - $42.5K
13% of jobs
$43.6K is the 25th percentile. Wages below this are outliers.
$42.5K - $48.8K
28% of jobs
$48.8K - $55.1K
1% of jobs
The median wage is $56.3K / yr.
$55.1K - $61.4K
5% of jobs
$61.4K - $67.6K
1% of jobs
$67.6K - $73.9K
15% of jobs
$73.9K - $80.2K
4% of jobs
$80.5K is the 75th percentile. Wages above this are outliers.
$80.2K - $86.5K
11% of jobs
$86.5K - $92.7K
1% of jobs
$92.7K - $99K
14% of jobs
$30K
$64.6K
$99K
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:
Job description
Enterprise Contact Center Quality Director
Title: Quality Assurance Manager
Location: Orlando, 32801- This position is onsite
Pay: $100K-$125K plus bonus
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
- Lead enterprise-wide quality assurance programs across technology platforms and customer service operations, establishing quality standards, performance metrics, and continuous improvement initiatives to drive operational excellence.
- Manage end-to-end quality oversight for business systems and workflows, including testing strategies, defect management, process validation, data accuracy reviews, and vendor performance accountability.
- Direct quality monitoring and performance evaluation programs for customer-facing teams, leveraging audits, scorecards, coaching insights, and trend analysis to improve service quality, compliance, and customer satisfaction.
- Ensure adherence to regulatory, contractual, and industry compliance requirements by supporting audits, maintaining quality controls, managing risk assessments, and driving corrective action plans through resolution.
- Partner with cross-functional stakeholders including Operations, Technology, Training, and Program Leadership to integrate quality requirements into projects, support organizational growth initiatives, and communicate quality performance through executive-level reporting.
Nice to have:
- Bachelor's Degree
- Six Sigma Belt
- PMP (Project Management Certification)
Requirements:
- Must have (3)+ years of enterprise leadership experience partnering with operations to develop quality programs, UAT, supporting software implementations, systems enhancements, and processes for back-office
- Must have (7)+ years of experience in call center quality assurance
- Experience with system integrations
- Must be familiar with Agile/Scrum, SDLC testing, test management tools, call monitoring platforms
- Must have data analysis experience in MS Excel, SQL, and/or BI tools
- Must travel to other Florida locations
- High school diploma or equivalent
- Background check required
Not a Fit:
- Candidates whose experience is primarily limited to call monitoring, quality scorecards, and agent coaching.
- Software QA Engineers without operational quality leadership experience.
About Hiregy
Sourced by ZipRecruiter
Industry
Recruiting and staffing services
Company size
11 - 50 Employees
Headquarters location
Tampa, FL, US
Year founded
2004