Description The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer ...
Description The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer ...
Description The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer ...
Description The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer ...
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer interactions.
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer interactions.
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer ...
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer ...
Provides Quality call monitoring for agents and completes observation quotas, verifies accuracy of call center script usage, process and procedures, figures, calculations, and postings pertaining to ...
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Provides Quality call monitoring for agents and completes observation quotas, verifies accuracy of call center script usage, process and procedures, figures, calculations, and postings pertaining to ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational ...
The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
Manage the Call Monitoring Inbox timely and accurately. * Address call audit disputes timely and accurately. * Maintain detailed audit records using spreadsheets and databases and deliver monthly ...
Manage the Call Monitoring Inbox timely and accurately. * Address call audit disputes timely and accurately. * Maintain detailed audit records using spreadsheets and databases and deliver monthly ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives. Primary ...
Manage the Call Monitoring Inbox timely and accurately. * Address call audit disputes timely and accurately. * Maintain detailed audit records using spreadsheets and databases and deliver monthly ...
Manage the Call Monitoring Inbox timely and accurately. * Address call audit disputes timely and accurately. * Maintain detailed audit records using spreadsheets and databases and deliver monthly ...
Works with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts. * Attend mandatory weekly meetings with the Call Center ...
Works with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts. * Attend mandatory weekly meetings with the Call Center ...
Works with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts. * Attend mandatory weekly meetings with the Call Center ...
Works with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts. * Attend mandatory weekly meetings with the Call Center ...
Call Monitoring information
See salary details
$10.82 - $12.11
1% of jobs
$12.11 - $13.40
4% of jobs
$13.40 - $14.69
9% of jobs
$15.79 is the 25th percentile. Wages below this are outliers.
$14.69 - $15.97
13% of jobs
$15.97 - $17.26
22% of jobs
The median wage is $17.36 / hr.
$17.26 - $18.55
22% of jobs
$19.02 is the 75th percentile. Wages above this are outliers.
$18.55 - $19.84
14% of jobs
$19.84 - $21.13
8% of jobs
$21.13 - $22.42
4% of jobs
$22.42 - $23.71
3% of jobs
$23.71 - $25
1% of jobs
$10
$17
$25
How much do call monitoring jobs pay per hour?
As of Jul 13, 2026, the average hourly pay for call monitoring in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.
What's a good job for overthinkers?
Call monitoring involves listening to and evaluating customer service calls, which can suit overthinkers who enjoy attention to detail and analysis. The role requires strong listening skills, patience, and the ability to focus on specific aspects of conversations, often in a quiet environment. It can be a good fit for those who prefer structured tasks and clear guidelines.
What are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?
To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.
What is the difference between Call Monitoring vs Call Center Agent?
| Aspect | Call Monitoring | Call Center Agent |
|---|---|---|
| Primary Role | Supervising and evaluating calls for quality assurance | Handling customer calls and providing support |
| Required Skills | Communication, listening, coaching | Customer service, problem-solving |
| Work Environment | Quality assurance teams, supervisors | Call centers, customer support centers |
| Certifications | Optional, related to quality management | Customer service certifications often preferred |
Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.
How can I make 2000 a week working from home?
In call monitoring roles, earning $2000 a week typically requires working full-time hours, often 40 or more hours, and gaining experience or specialized skills such as quality assurance, coaching, or advanced software knowledge. Some positions offer performance-based bonuses or higher pay for specialized industries, but reaching this income level consistently may also involve multiple part-time roles or freelance opportunities in related fields.
What is call monitoring?
Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.
How to make $1000 a week remotely?
In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or certifications that increase your pay rate. Some positions pay hourly, while others may offer performance-based incentives, so developing strong communication and technical skills can help increase earnings. Consistent scheduling and seeking roles with higher pay scales or bonuses can also contribute to reaching this income level.
How does call monitoring work?
Call monitoring in a call monitoring role involves listening to or recording customer service calls to assess agent performance, ensure quality standards, and provide feedback. It often uses specialized software or tools that enable supervisors to listen in real-time or review recorded calls, supporting training and compliance efforts.
What are some common challenges faced in a Call Monitoring role, and how can they be addressed?
Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.
More about Call Monitoring jobs
What cities are hiring for Call Monitoring jobs? Cities with the most Call Monitoring job openings:
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What states have the most Call Monitoring jobs? States with the most job openings for Call Monitoring jobs include:
What job categories do people searching Call Monitoring jobs look for? The top searched job categories for Call Monitoring jobs are:
Job description
Description
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer interactions. This role partners closely with business leaders, operations, compliance, and training teams to drive quality outcomes, strengthen controls, and enable effective coaching through actionable insights. The ideal candidate brings strong people leadership, attention to detail, collaboration, and sound risk acumen in a regulated environment.
Primary responsibilities include
People & Program Management
- Lead, coach, and develop a team of call monitoring professionals, setting clear expectations and ensuring consistent execution of monitoring standards.
- Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels.
- Foster a culture of accountability, continuous improvement, and quality excellence.
Call Monitoring & Quality Oversight
- Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards.
- Ensure calibration activities are completed regularly to maintain alignment across evaluators and business partners.
- Review trends, themes, and outliers to identify areas of risk, process gaps, and coaching opportunities
Business Partnership
- Serve as a trusted partner to operations, training, and business line leaders by translating call monitoring results into clear, actionable insights.
- Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving business needs and regulatory expectations.
- Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and welldocumented
Risk & Control Mindset
- Apply strong risk acumen to identify potential compliance, operational, or customerimpact risks through call monitoring results.
- Support audits, exams, and reviews by ensuring documentation, evidence, and processes are complete, accurate, and wellgoverned.
- Escalate material issues and emerging risks appropriately, partnering with stakeholders to drive resolution
Reporting & Continuous Improvement
- Oversee the preparation and delivery of recurring quality and trend reporting for leadership and business partners.
- Identify opportunities to streamline processes, enhance reporting, and improve the effectiveness of the call monitoring program.
- Contribute to procedure reviews, updates, and change control activities as the program evolves.
Key Skills & Competencies
- Management Fundamentals: Proven ability to lead teams, manage performance, and develop talent.
- Business Partnership: Strong relationshipbuilding skills with the ability to influence without authority.
- Attention to Detail: High level of accuracy and consistency in quality reviews, documentation, and reporting.
- Collaboration: Effective crossfunctional collaborator who values shared ownership and outcomes.
- Risk Acumen: Ability to identify, assess, and communicate risk in a regulated or controlfocused environment.
- Analytical Thinking: Comfortable interpreting trends, root causes, and datadriven insights.
- Communication: Clear, concise written and verbal communication tailored to diverse audiences
Qualifications, Education, Certifications and/or Other Professional Credentials
- Bachelor's degree or equivalent work experience preferred.
- Experience in call monitoring, quality assurance, operations, compliance, or risk management.
- Prior people leadership or teamlead experience strongly preferred.
- Experience working in a regulated environment is a plus.
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: Monday-Friday 8:00am-5:00pm, 4 days in office
#LI-citizens4
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Education:Why Work for UsEmployment Type: 1ST