Also called: Quality Assurance Analyst (Contact Center)
Listens to recorded customer calls and scores agents on accuracy, politeness and following the rules.
You review 30 calls a day against a checklist, flag one where an agent gave wrong information and share examples of great calls with trainers.
Approximate: anchored on Bureau of Labor Statistics data for a broader job group.
High school diploma, about 1 year after high school. High school diploma; agent experience.
Ways in: On-the-job training. Training cost: Get paid while you train.
Majors to look at: Business, Communications.
Shrinking. AI now scores most calls automatically.
High risk for 10 years. AI speech analytics now scores every call automatically, so manual call review jobs are disappearing.
Classes: English Language Arts, Speech and debate.
Official data: O*NET occupation 43-9061.
Career Universe is an early version. Pay, training and AI-risk figures are estimates to start your own research, not verified facts. The research was written with AI research assistants, checked by validation scripts and spot-checked by hand. Check anything important with schools, employers and official sources. How the numbers work.