Quality Assurance Analyst (Contact Centre)

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.

A typical day involves pulling a batch of recorded interactions from a quality monitoring platform and working through a scoring rubric. The analyst notes where agents followed scripts correctly, where they missed compliance steps, and where customer experience could have been better. Results are logged into a reporting system. The analyst may then meet with a team leader to discuss patterns or prepare a summary report for a weekly quality review. Some days include calibration sessions where multiple analysts score the same call to keep scoring consistent across the team.

The typical entry point is completion of Year 12 combined with relevant contact centre experience (JSA Occupation Profile). Many people move into this role after working as a contact centre agent, where they build practical knowledge of call handling and compliance requirements. Formal qualifications in business, communications, or quality management could support a transition, particularly for candidates coming from outside the contact centre sector. Courses may be available through yourcareer.gov.au or via free TAFE pathways at dewr.gov.au/skills-reform/free-tafe.

The hardest part of this role is often the interpersonal side. Analysts score the work of colleagues, and those scores can affect performance reviews, bonuses, or employment decisions. Delivering critical feedback in a way that is fair, consistent, and constructive takes skill and confidence. There is also a risk of the role becoming repetitive, as the core task of reviewing interactions follows a similar pattern each day. People who move into this role from frontline positions sometimes find the shift from doing the work to evaluating it takes adjustment. Calibration disagreements between analysts can also create friction, particularly in teams where scoring standards are not well defined.

Contact centres tend to cluster in major metropolitan areas and in states with large service-sector workforces, though remote and hybrid arrangements have become more common in this type of role.

Published for ANZSCO unit group 2251, the wider group this job sits in, not for this job on its own.

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.

• 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

• ABS OSCA 2024, occupation definition and task statements
• ABS Survey of Employee Earnings and Hours, May 2025, customised report.

Role data is drawn from official Australian Government sources, and each figure names where it comes from. Where a role is not in the ABS classification, the page shows no government figures for it. Data may not reflect every local variation.

Where our numbers come from.

Last updated: 10 October 2026