ZipRecruiter

Log In

1

Senior Call Center Quality Analyst Jobs (NOW HIRING)

Emovis

Senior Quality Analyst

Orlando, FL · On-site

$25/hr

As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of ... As a result, we operate call centers, walk-in centers, and welcome centers throughout the United ...

previous page

Showing results 41-60

All JobsBusiness JobsCustomer Service JobsCall Center Representative JobsSenior Call Center Quality Analyst Jobs

Senior Call Center Quality Analyst information

See salary details

$22

$48

$92

How much do senior call center quality analyst jobs pay per hour?

As of Sep 2, 2026, the average hourly pay for senior call center quality analyst in the United States is $48.92, according to ZipRecruiter salary data. Most workers in this role earn between $35.82 and $53.37 per hour, depending on experience, location, and employer.

What cities are hiring for Senior Call Center Quality Analyst jobs?

Cities with the most Senior 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 Senior Call Center Quality Analyst jobs?

States with the most job openings for Senior Call Center Quality Analyst jobs include:

Senior Call Center Quality Analyst jobs near you
Infographic showing various Senior 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 $101,756 per year, or $48.9 per hour.

Call Center Quality Manager (4764)

Three Saints Bay, LLC

Martinsburg, WV

Full-time

Re-posted 25 days ago

Job description

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.
POSITION RESPONSIBILITIES:
  • Oversees the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
  • Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
  • Monitor an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly report.
  • Perform detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
  • Recommend process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
  • Ensure all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
  • Maintain a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
  • Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.
    POSITION REQUIREMENTS:
  • 2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
  • 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.
We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

Apply