Could you become a Quality Assurance Analyst (Contact Centre)?
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What this job is
This role focuses on monitoring and assessing how contact centre agents handle customer interactions. The analyst listens to recorded calls, reads chat transcripts, and scores agent performance against set criteria. Findings are fed back to team leaders and used to shape coaching, training, and process improvements. The work is methodical and detail-oriented. It requires a good ear for tone, an ability to spot gaps in process compliance, and comfort with data and reporting tools.
Pay
A$1,957 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Complaint Handlingcore
- Data Entry and Accuracycore
- Empathy and Emotional Intelligencecore
- Feedback Collection and Actioningcore
- Problem Solvingcore
- Process Documentationcore
- Process Improvement Identificationcore
- Quality Assurance Monitoringcore
- Reporting and Analyticscore
- SLA and KPI Adherencecore
- Stakeholder Communicationcore
- Written Business Communicationcore
- Adaptability and Flexibility
- Continuous Learning and Upskilling
- CRM System Operation
- Digital Literacy
- Microsoft Excel Data Management
- Power BI Reporting and Dashboards
- Verbal Communication