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Call Quality Analyst Jobs (NOW HIRING)

Sagility LLC

Quality Analyst

The purpose of this role is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement. Job title: Quality Analyst Education:

Sagility

Quality Analyst

Job title: Quality Analyst We are currently hiring a talented Quality Analyst to join us in a ... Notifies management immediately of serious infractions in a Customer Service Representative's call ...

ASCENDING LLC

Loan Processor - Quality Review

Richmond, VA

$18.50 - $24.75/hr

Call Quality Analyst (6-Month Contract) Onsite, Richmond, VA Position Overview: We are seeking a highly motivated Call Quality Analyst for a 6-month onsite contract role supporting five contact ...

Convey Health Solutions

Non Call QA Analyst

Sunrise, FL · On-site

The QA Analyst NC will provide the highest level of support to ensure that Convey Health Solutions Non Call Operations quality and performance improvement goals are met through process auditing.Under ...

Verstela

Quality Analyst

Mesa, AZ

$21.40/hr

Quality Analyst Job Duties: * Performing inspections using precision measurement equipment ... call 480-739-9341 to speak to someone right away!

EmblemHealth

Quality Analyst

New York, NY · On-site

$48.60K - $83.16K/yr

Provide full evaluation and feedback on customer service skills and call handling to employees ... Track issues in the quality monitoring systems or tools and analyze the results. * Develop ...

EmblemHealth

Quality Analyst

New York, NY · On-site

Provide full evaluation and feedback on customer service skills and call handling to employees ... Track issues in the quality monitoring systems or tools and analyze the results. * Develop ...

AK Steel

Quality Analyst

Burns Harbor, IN · On-site

The Quality Analyst or specifically an Order Specification Analyst (OSA) is responsible for ... call 1-(312) 899-3097 and let us know the nature of your request and your contact information. Do ...

Infojini Inc

Quality analyst

Raleigh, NC

... or call me at 443-270-1551.Please refer someone else if you are not available at this time or you ... the Quality Control and Testing teams. This position must interact with analysts, software ...

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How much do call quality analyst jobs pay per hour?

As of May 29, 2026, the average hourly pay for call quality analyst in the United States is $32.41, according to ZipRecruiter salary data. Most workers in this role earn between $24.28 and $37.02 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Quality Analyst, and why are they important?

To excel as a Call Quality Analyst, you need strong analytical abilities, attention to detail, and a background in customer service or call center operations, often supported by a relevant degree or experience. Familiarity with quality monitoring tools, call recording software, and CRM systems is typically required. Excellent communication, critical thinking, and problem-solving skills help you provide actionable feedback and foster continuous improvement. These competencies are vital for ensuring high service standards, regulatory compliance, and enhanced customer satisfaction within call center environments.

How does a Call Quality Analyst typically collaborate with call center agents and supervisors to improve service standards?

A Call Quality Analyst works closely with call center agents and supervisors by monitoring calls, providing constructive feedback, and identifying areas for improvement. They regularly conduct calibration sessions, where they align quality expectations and scoring standards with supervisors to ensure consistency. Analysts also facilitate coaching sessions with agents, helping them understand best practices and compliance requirements. This collaborative approach fosters a culture of continuous improvement and ensures that customer service standards are consistently met or exceeded.

What are Call Quality Analysts?

Call Quality Analysts are professionals responsible for monitoring and evaluating customer service calls to ensure compliance with company standards and policies. They assess the performance of call center agents by listening to calls, reviewing recorded conversations, and providing feedback on communication skills, problem-solving abilities, and adherence to protocols. Their goal is to identify areas for improvement, enhance customer satisfaction, and support ongoing training and development within the team.

What is the difference between Call Quality Analyst vs Customer Service Representative?

AspectCall Quality AnalystCustomer Service Representative
Primary RoleEvaluate and improve call quality, ensure compliance, provide feedbackAssist customers, handle inquiries, resolve issues
Required SkillsCommunication, analytical skills, attention to detailCommunication, problem-solving, patience
Work EnvironmentCall centers, quality assurance teamsCustomer service centers, support desks
CertificationsQuality assurance, call monitoring certifications often preferredCustomer service certifications beneficial but not mandatory

The main difference is that Call Quality Analysts focus on monitoring and improving call quality, while Customer Service Representatives directly interact with customers to resolve issues. Both roles require strong communication skills, but their objectives and daily tasks differ significantly.

More about Call Quality Analyst jobs
What cities are hiring for Call Quality Analyst jobs? Cities with the most Call Quality Analyst job openings:
What states have the most Call Quality Analyst jobs? States with the most job openings for Call Quality Analyst jobs include:
What job categories do people searching Call Quality Analyst jobs look for? The top searched job categories for Call Quality Analyst jobs are:
Call Quality Analyst jobs near you
Infographic showing various Call Quality Analyst job openings in the United States as of May 2026, with employment types broken down into 4% As Needed, 92% Full Time, and 4% Part Time. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $67,422 per year, or $32.4 per hour.
Quality Analyst

Quality Analyst

Sagility LLC

Remote

Full-time

Posted 4 days ago

Sagility rating

4.9

Company rating: 4.9 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

59th of 71 rated call and contact centers

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
The purpose of this role is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.
Job title:
Quality Analyst
Job Description:
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 Claims process in case of back office)
Mandatory Skills:
  • Must be good in coaching skills (for coaching the CSR based on their call quality)
  • Must be proficient in typing speed
  • Excellent written and verbal communication skills
  • Excellent time management skills
  • Strong keyboarding/computer skills, including Microsoft Word and Excel
  • Must be detail oriented with good observation skills.

Roles & Responsibilities:
  • Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.
  • Completes established monitoring objectives in accordance with applicable SOP's.
  • Provides written and oral feedback to the CSR on all calls monitored.
  • Completes daily statistical reports and spreadsheets according to standard procedure.
  • Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
  • Attends weekly and monthly department meetings to calibrate monitoring measurements.
  • Notifies management immediately of serious infractions in a Customer Service Representative's call quality.
  • Follows all client SOP's and applicable work related guidance documents.
  • Responsibilities may include taking Supervisory calls and escalations.
  • Ensure daily / weekly / monthly audit targets are met.
  • Ensure audits are completed as per client requirements and ATA is maintained.
  • Ensure to take calls whenever needed as specified by the manager.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location:
Work@Home NationWideUnited States of America

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