As of March 01, 2025, the average annual salary for a Contact Center Quality Manager in Richmond, VA is $82,844. Salary.com reports that pay typically ranges from $67,857 to $99,289, with most professionals earning between $54,212 and $114,261.
| Annual Salary |
Monthly Pay |
Weekly Pay |
Hourly Wage |
|
| 75th Percentile | $102,044 | $8,504 | $1,962 | $49 |
| Average | $85,143 | $7,095 | $1,637 | $41 |
| 25th Percentile | $69,740 | $5,812 | $1,341 | $34 |
An entry-level Contact Center Quality Manager with under 1 year experience makes about $76,389. With less than 2 years of experience, a mid-level Contact Center Quality Manager makes around $77,053. After 2-4 years, the Contact Center Quality Manager pay rises to about $79,265. Those senior Contact Center Quality Manager with 5-8 years of experience earn roughly $81,919, and those Contact Center Quality Manager having 8 years or more experience are expected to earn about $86,045 on average.
| Levels | Salary |
|---|---|
| Entry Level Contact Center Quality Manager | $76,389 |
| Intermediate Level Contact Center Quality Manager | $77,053 |
| Senior Level Contact Center Quality Manager | $79,265 |
| Specialist Level Contact Center Quality Manager | $81,919 |
| Expert Level Contact Center Quality Manager | $86,045 |
| Entry Level | 10% |
| Mid Level | 10% |
| Senior Level | 7% |
| Top Level | 4% |
| Experienced | 1% |
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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.
KPI: KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.
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
| Skill | Salary | Demand |
|---|---|---|
|
Service Operations
|
$120,952 |
46%
|
|
CSR
|
$104,383 |
26%
|
|
Microsoft Word
|
$91,128 |
10%
|
|
Team Management
|
$90,300 |
9%
|
|
Transaction Monitoring
|
$90,300 |
9%
|
|
Customer Interaction
|
$89,471 |
8%
|
