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Call Center Evaluator Jobs (NOW HIRING)

CENTRAL STATE CREDIT UNION

Call Center Lead

Stockton, CA · On-site

$27 - $35.72/hr

Coaching the team via call monitoring and observations. * Assist in staff evaluation for annual reviews with documented feedback. * Ensure the call center meets all compliance and regulatory BSA ...

Central State Credit Union

Call Center Lead

Stockton, CA · On-site

$27 - $35.72/hr

Coaching the team via call monitoring and observations. * Assist in staff evaluation for annual reviews with documented feedback. * Ensure the call center meets all compliance and regulatory BSA ...

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Call Center Evaluator information

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$29.5K

$65.5K

$106.5K

How much do call center evaluator jobs pay per year?

As of Sep 14, 2026, the average yearly pay for call center evaluator in the United States is $65,471.00, according to ZipRecruiter salary data. Most workers in this role earn between $44,500.00 and $79,500.00 per year, depending on experience, location, and employer.

What is a call center evaluator?

Call Center Evaluators are professionals who assess the performance and quality of service provided by call center agents. They listen to recorded or live calls and use established criteria to rate communication skills, adherence to protocols, problem-solving abilities, and customer satisfaction. Their feedback helps improve agent training, customer experience, and overall call center operations. Evaluators play a crucial role in maintaining high service standards and identifying areas for improvement.

What are the key skills and qualifications needed to thrive as a call center evaluator?

To thrive as a Call Center Evaluator, you need strong analytical abilities, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools is typically required, along with relevant certifications like Six Sigma or COPC. Excellent communication, impartiality, and problem-solving skills help evaluators provide constructive feedback and foster improvement. These skills ensure accurate performance assessments, drive quality standards, and enhance overall customer satisfaction in call center operations.

What are some common challenges faced by call center evaluators, and how can they be managed effectively?

Call Center Evaluators often encounter challenges such as maintaining objectivity when assessing agent performance, managing large volumes of call recordings, and keeping up with evolving quality standards. To address these, evaluators benefit from using structured evaluation rubrics, leveraging call monitoring software, and participating in regular calibration sessions with team leads and trainers. Open communication with agents and ongoing professional development help ensure evaluations are fair, consistent, and aligned with organizational goals.

What is the difference between Call Center Evaluator vs Customer Service Representative?

AspectCall Center Evaluator
Primary RoleAssess and monitor call quality, provide feedback, ensure compliance
Required SkillsCommunication skills, attention to detail, analytical skills
Work EnvironmentCall centers, quality assurance departments
CertificationsCustomer service or quality assurance certifications often preferred

While a Call Center Evaluator focuses on assessing call quality and compliance, a Customer Service Representative handles direct customer interactions. Both roles may require similar communication skills and work in call centers, but evaluators primarily monitor and improve service quality, whereas representatives provide customer support.

Can I work in a call center evaluator without experience?

Call center evaluator positions often do not require prior experience, as training is typically provided to teach evaluation standards and customer service protocols. Strong communication skills and attention to detail are important, and some employers may prefer candidates with basic computer skills or familiarity with call center environments.

What cities are hiring for Call Center Evaluator jobs?

Cities with the most Call Center Evaluator job openings:

What are popular job titles related to Call Center Evaluator jobs?

For Call Center Evaluator jobs, the most frequently searched job titles are:

Call Center Evaluator jobs near you
Infographic showing various Call Center Evaluator job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $65,471 per year, or $31.5 per hour.

Call Center Manager

Glendale, AZ • On-site

BCI Acrylic Independent Dealers
Construction • 51 - 200 employees
Learn more about BCI Acrylic Independent Dealersexternal

Full-time

Posted 7 days ago

Job description

CALL CENTER MANAGER
Director of First Impressions & High Fives
Location: Tolleson, AZ
APEX Windows & Bath is looking for an experienced, high-energy Call Center Manager to lead our outbound
appointment-setting team.
We believe a successful call center doesn't have to be a stuffy, rigid environment. We want energy. We want enthusiasm. We want people celebrating wins and enjoying coming to work. But we also want results.
We're looking for a leader who understands that a great call center isn't measured simply by how many appointments are set. It's measured by the quality of those appointments and what ultimately happens in the home. If you know how to motivate a room, coach people, hold a team accountable and use numbers to improve performance, we want to talk to you.
What You'll Be Doing
  • Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
  • Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.
  • Own Appointment Quality: Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.
  • Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends. Don't just report the numbers - use them to improve performance.
  • Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
  • Develop Your People: Identify strengths and weaknesses within the team and coach each person accordingly.
  • Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
  • Lead by Example: When necessary, get on the phones, handle difficult situations and show the team what great sounds like.
What You Bring to APEX
  • Proven experience managing an outbound call center, inside-sales team or appointment-setting operation
  • Strong coaching and people-development skills
  • The ability to balance enthusiasm and empathy with accountability
  • A strong understanding of call-center KPIs and conversion metrics
  • Experience listening to and evaluating calls for quality and effectiveness
  • The ability to identify problems, develop solutions and measure the results
  • A leadership style that earns respect rather than simply demanding it
  • Hands-on experience with Lead Perfection and/or Five9 is a major plus
The Person We're Looking For
We're not looking for someone to simply manage schedules and watch a dashboard. We're looking for someone who can lead people and improve performance.
You should be comfortable celebrating a record-setting day - and equally comfortable having a direct coaching
conversation when expectations aren't being met. You should enjoy developing people, solving problems and figuring out why the numbers are doing what they're doing. Most importantly, you should understand that our Call Center creates the first impression of APEX and plays a critical role in everything that happens afterward.
Why APEX?
APEX Windows & Bath has served homeowners for more than 30 years. We believe in working hard, treating people well and creating opportunities for talented people to succeed.
You'll be joining a company that is investing in its people, its processes and its future.
We offer a competitive base salary plus performance-based incentives tied to the success of your team.
If you're looking for an opportunity where you can build a great team, make measurable improvements and have a real impact on the business, we'd like to meet you.
READY TO LEAD?
Send us your resume along with a short note telling us about a team you've led, a performance problem you've solved, or the best sales contest you've ever created

Apply