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Call Quality Analyst Jobs (NOW HIRING)

Buyerlink

Call Operations Analyst

American Fork, UT · On-site

  • Medical

  • PTO

The Call Operations Analyst supports the Call Verified team at Buyerlink by reviewing call quality, analyzing queue activity, and translating performance data into clear insights that improve ...

Buyerlink

Call Operations Analyst

American Fork, UT · On-site

  • Medical

  • PTO

The Call Operations Analyst supports the Call Verified team at Buyerlink by reviewing call quality, analyzing queue activity, and translating performance data into clear insights that improve ...

CGI Inc.

Data Quality Analyst

Raleigh, NC · On-site

  • Retirement

  • PTO

Data Quality Analyst Category: Testing/Quality Assurance Main location: United States, North ... That's why we call ourselves CGI Partners rather than employees. We benefit from our collective ...

Dewberry

Geospatial Quality Analyst

Tampa, FL · On-site

Dewberry is currently seeking a Quality Analyst to support operations within our Geospatial ... call "Dewberry at Work," that have inspired our employees to be successful for more than a half ...

Dewberry

Geospatial Quality Analyst

Fairfax, VA · On-site +1

Dewberry is currently seeking a Quality Analyst to support operations within our Geospatial ... call "Dewberry at Work," that have inspired our employees to be successful for more than a half ...

Dewberry

Geospatial Quality Analyst

Fairfax, VA · On-site

$69K - $88K/yr

Dewberry is currently seeking a Quality Analyst to support operations within our Geospatial ... call "Dewberry at Work," that have inspired our employees to be successful for more than a half ...

Dewberry

Geospatial Quality Analyst

Tampa, FL · On-site +1

Dewberry is currently seeking a Quality Analyst to support operations within our Geospatial ... call "Dewberry at Work," that have inspired our employees to be successful for more than a half ...

Collabera

Data Quality Analyst

Plano, TX

CW Customer Data Quality Analyst Location: Plano, TX Duration: 6+ Months Pay Rate: OPEN to discuss ... call at (314) 815-5414. Thank you. Warmly, Aleli "Ali" Balais Technical Recruiter Additional ...

Rolls-Royce

Quality Engineer - Site Call Management

Mankato, MN · On-site

$73K - $118K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Quality Engineer - Site Call Management Pioneer the next generation of innovation. Join us and you ... Use data analysis to identify improvement projects. * Participate as a team member in problem ...

giftHEALTH Inc

QA Specialist - Virtual Hub

Columbus, OH · On-site

$65K - $79K/yr

Analyze QA data trends by agent, team, program, and call type to identify systemic risks and coaching opportunities. * Build and maintain QA dashboards/reporting for leadership visibility into call ...

Rollsroyce

Quality Engineer - Site Call Management

Mankato, MN

$73K - $118K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Quality Engineer - Site Call Management Pioneer the next generation of innovation. Join us and you ... Use data analysis to identify improvement projects. * Participate as a team member in problem ...

City of New York

Quality Assurance Analyst

Manhattan, NY · Hybrid

For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer ... DCWP-DoTSS is seeking a Sr. Quality Analyst to augment the existing Project Management Office (PMO) ...

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Call Quality Analyst information

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How much do call quality analyst jobs pay per hour?

As of Aug 14, 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.

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.

What is a call quality analyst?

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.

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.
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Call Quality Analyst jobs near you
Infographic showing various Call 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 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $67,422 per year, or $32.4 per hour.

Quality Analyst - Patient Access Center

University of Iowa

Iowa City, IA • On-site

Full-time

Posted 12 days ago

University Of Iowa rating

6.9

Company rating: 6.9 out of 10

Based on 85 frontline employees who took The Breakroom Quiz

458th of 618 rated colleges and universities

Job description

The Quality Analyst performs all functions of phone monitoring of quality standards for the UI Patient Access Center, in addition to analyzing and reporting the results. The Quality Analyst builds, maintains, and tests quality assurance forms, agent mapping, and report definitions in our call recording and voice analytics systems. They perform statistical analysis for leadership to aid in performance evaluation and staff education. They ensure all data and reporting has been validated and is accurate for the customer's needs.
The Quality Analyst provides recommendations to management regarding training, and potential interventional measures. They collaborate with the UI PAC training staff to determine needs and opportunities for UI PAC support staff and supervisors to improve clinic-scheduling processes. The Quality Analysts work with leadership to improve assigned processes as needed in accordance with policies and procedures. They may perform other duties as assigned.
*This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
  • Collect, organize, monitor, and distribute information related to quality and process improvement functions, including compliance and documentation of quality management standards.
  • Monitor incoming phone calls and Audit Epic documentation for quality assurance.
  • Build, maintain, and test quality assurance forms.
  • Provide feedback to leadership to aid in performance evaluation and staff education. This includes productivity statistics, documentation accuracy, and guideline adherence.
  • Provide significant markers and recommendations to management for potential interventional measures.
  • May perform other duties as assigned.
  • Initiate data collection activities; collect and analyze data.
  • Perform ad hoc requests for reporting.
  • Generate reports and distribute to various customers internally to UI PAC and outside clinics.
  • Validate data for accuracy.
  • May provide recommendations to identify and address root causes.
  • Coordinate program planning activities.
  • Audit quality and operational processes to assure compliance.
  • Assist in the preparation for an on-site hosting of external inspections.
  • Collaborate with UI PAC training staff to determine needs for UI PAC support staff and supervisors to improve clinic-scheduling processes.
  • Assist with preparing and presenting training programs.

Pay Level: 3A
Professional and Scientific Pay Structures | University Human Resources - The University of Iowa
Required Qualifications:
  • A Bachelor's Degree or an equivalent combination of education and experience is required.
  • (Typically) 6 months - 1 year administrative experience.
  • Excellent written and verbal communication, which includes presentations, public speaking, and strong problem solving skills.
  • Must have strong customer service skills and enjoy working as a team.
  • Must be proficient in computer software applications, including spreadsheet and database applications, including MS Excel and Access.

Desired Qualifications:
  • Experience with hospital operations and/or Ambulatory Clinic operations.
  • Knowledge of University of Iowa Health Care policies, procedures, and regulations.
  • Experience with the Epic system.
  • Experience using Tableau software.
  • Demonstrated experience in data mining and analysis.
  • Prior experience with auditing and validating data.
  • Relevant healthcare analysis experience.

Application details:
In order to be considered for an interview, applicants must upload the following documents and mark them as required to the submission:
  • Resume
  • Cover Letter

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and education verification. For additional questions, please contact kaitlin-luoma@uiowa.edu

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