As of March 01, 2025, the average annual salary for a Contact Center Quality Analyst in Waldorf, MD is $57,938. According to Salary.com, salaries can range from a low of $41,843 to a high of $73,907, with most professionals earning between $49,514 and $66,297.
| Annual Salary |
Monthly Pay |
Weekly Pay |
Hourly Wage |
|
| 75th Percentile | $59,727 | $4,977 | $1,149 | $29 |
| Average | $52,197 | $4,350 | $1,004 | $25 |
| 25th Percentile | $44,607 | $3,717 | $858 | $21 |
An entry-level Contact Center Quality Analyst with under 1 year experience makes about $56,660. With less than 2 years of experience, a mid-level Contact Center Quality Analyst makes around $57,281. After 2-4 years, the Contact Center Quality Analyst pay rises to about $58,761. Those senior Contact Center Quality Analyst with 5-8 years of experience earn roughly $59,747, and those Contact Center Quality Analyst having 8 years or more experience are expected to earn about $59,994 on average.
| Levels | Salary |
|---|---|
| Entry Level Contact Center Quality Analyst | $56,660 |
| Intermediate Level Contact Center Quality Analyst | $57,281 |
| Senior Level Contact Center Quality Analyst | $58,761 |
| Specialist Level Contact Center Quality Analyst | $59,747 |
| Expert Level Contact Center Quality Analyst | $59,994 |
| Entry Level | 9% |
| Mid Level | 10% |
| Senior Level | 13% |
| Top Level | 14% |
| Experienced | 15% |
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Each competency has five to ten behavioral assertions that can be observed, each with a corresponding performance level (from one to five) that is required for a particular job.
Customer Service: Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.
Customer Support: Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. Customer support is considered as one of the main data channels for customer satisfaction research and a way to increase customer retention.
Promotion: Developing and implementing promotional activities to attract and increase the awareness of customers in buying products.
| Skill | Salary | Demand |
|---|---|---|
|
Consulting
|
$64,891 |
12%
|
|
Technical Support
|
$64,312 |
11%
|
|
Customer Support
|
$63,153 |
9%
|
|
Building Relationships
|
$62,574 |
8%
|
|
Business Process Outsourcing
|
$62,574 |
8%
|
|
Innovation
|
$61,415 |
6%
|
