How much does a Contact Center Quality Manager make in the United States? The average Contact Center Quality Manager salary in the United States is $83,243 as of April 24, 2024, but the range typically falls between $68,183 and $99,764. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, Salary.com helps you determine your exact pay target. 

Contact Center Quality Manager Salaries by Percentile
Percentile Salary Location Last Updated
10th Percentile Contact Center Quality Manager Salary $54,472 US April 24, 2024
25th Percentile Contact Center Quality Manager Salary $68,183 US April 24, 2024
50th Percentile Contact Center Quality Manager Salary $83,243 US April 24, 2024
75th Percentile Contact Center Quality Manager Salary $99,764 US April 24, 2024
90th Percentile Contact Center Quality Manager Salary $114,806 US April 24, 2024
25% $68,183 10% $54,472 90% $114,806 75% $99,764 $83,243 50%(Median) Didn’t find job title? Click
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What skills does a Contact Center Quality Manager need?

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.

1.

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.

2.

KPI: KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.

3.

Life Insurance: Life Insurance can be defined as a contract between an insurance policy holder and an insurance company, where the insurer promises to pay a sum of money in exchange for a premium, upon the death of an insured person or after a set period

Customer Service 12.49%
KPI 1.43%
Life Insurance 0.92%
Others 85.16%

Job Description for Contact Center Quality Manager

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)... View full job description

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Job Openings for Contact Center Quality Manager
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Dean Tinsley, Former Senior Vice President, Operations
Civitas Resources, Inc., an exploration and production company, focuses on the acquisition, development, and production of oil and natural gas in the Rocky Mountain region, primarily in the Wattenberg Field of the Denver-Julesburg Basin of Colorado. The company was formerly known as Bonanza Creek Energy, Inc. Civitas R... More
Fiscal Year Ended in 2022
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Contact Center Quality Manager salary varies from city to city. Compared with national average salary of Contact Center Quality Manager, the highest Contact Center Quality Manager salary is in San Francisco, CA, where the Contact Center Quality Manager salary is 25.0% above. The lowest Contact Center Quality Manager salary is in Miami, FL, where the Contact Center Quality Manager salary is 3.5% lower than national average salary.

City, State Compared to national average
City, State San Francisco, CA Compared to national average
+ 25.0%
City, State Washington, DC Compared to national average
+ 11.3%
City, State Miami, FL Compared to national average
-3.5%
City, State Chicago, IL Compared to national average
+ 4.9%
City, State Boston, MA Compared to national average
+ 12.1%
City, State New York, NY Compared to national average
+ 16.8%
City, State Dallas, TX Compared to national average
-1.3%

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Understand the total compensation opportunity for a Contact Center Quality Manager, base salary plus other pay elements

Average Base Salary

Core compensation

 
 
 
68183
99764
83243

Average Total Cash Compensation

Includes base and annual incentives

 
 
 
73473
110651
91282
These charts show the average base salary (core compensation), as well as the average total cash compensation for the job of Contact Center Quality Manager in the United States. The base salary for Contact Center Quality Manager ranges from $68,183 to $99,764 with the average base salary of $83,243. The total cash compensation, which includes base, and annual incentives, can vary anywhere from $73,473 to $110,651 with the average total cash compensation of $91,282.
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68183
99764

 

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Skills associated with Contact Center Quality Manager: Customer Service Monitoring Software, Customer Service Metrics, Performance Metrics, Statistical Reporting ...More

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Contact Center Quality Manager Salary in United States
Contact Center Quality Manager Salary Graph, Regional Distribution and Summary