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Call Monitoring Jobs (NOW HIRING)

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Call Monitoring and Quality Programs - Facilitate call monitoring and call calibration processes * Identify issues to focus root cause analysis and continuous improvement efforts * Facilitate vendor ...

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Review existing call monitoring processes and migrate forms to the call recording platform * Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the ...

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Review existing call monitoring processes and migrate forms to the call recording platform * Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the ...

TransCore

Call Center Manager

Union, NJ

$80K - $99K/yr

Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction * Implement and maintain quality assurance standards through call monitoring and feedback

TransCore

Call Center Manager

NJ · On-site

$80K - $99K/yr

Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction * Implement and maintain quality assurance standards through call monitoring and feedback

Hilton Grand Vacations, Inc.

Supv, Call Transfer

Orlando, FL · On-site

$15 - $18.75/hr

Side by side and recorded call monitoring * Tracking attendance, schedule adherence and sales performance at the team member level * Work with other departments to ensure all package sales are within ...

Alivia Health

PR · On-site

JOB Primary Objective The Call Center Supervisor is responsible for the day-to-day oversight ... Monitor queue volumes, staffing coverage, employee availability, service levels, average speed of ...

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Call Monitoring information

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How much do call monitoring jobs pay per hour?

As of Aug 22, 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 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.

What are the key skills and qualifications needed to thrive as a call monitoring specialist?

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 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.

What is the difference between Call Monitoring vs Call Center Agent?

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer 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.

What does a call monitoring do?

A call monitoring professional reviews and evaluates phone calls to ensure quality, compliance, and customer service standards. They listen to recorded calls, provide feedback, and may use call monitoring software to track performance metrics. This role often requires attention to detail and communication skills.
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Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in the United States as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Call Center Monitoring Specialist

LOBEL FINANCIAL

Anaheim, CA • On-site

$23 - $25/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

New

Job description

Collections Call Monitoring Specialist

Lobel Financial is seeking a detail-oriented Collections Call Monitoring Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in collections, customer service, call centers, or loan servicing who can succeed in a fast-paced, performance-focused environment.

The Collections Call Monitoring Specialist monitors and evaluates collector interactions with customers and third parties through live and recorded call reviews. This role helps ensure adherence to applicable legal, regulatory, and internal policy requirements while assessing the effectiveness of collection techniques. The specialist assigns performance ratings, documents findings, communicates results to management, and contributes to projects that improve departmental efficiency, workflows, and overall performance.

Key responsibilities include:

  • Monitor and evaluate live and recorded collection calls to evaluate collector interactions with customers and third parties.
  • Measure compliance with applicable legal, regulatory, and internal policy requirements.
  • Track and report key findings and performance trends clearly to management.
  • Identify and report significant compliance concerns or collection-related issues upon discovery.
  • Partner with management to promptly address issues or delays that may affect workflows or processing timelines and coaching strategies.
  • Collaborate with QA/Compliance Teams to identify any process improvements, policy updates.
  • Maintain accurate records of monitoring activities, including call summaries, notes, escalations.
  • Stay updated on industry trends, emerging technologies, and best practices to monitor collection calls.
  • Support projects and tasks that improve departmental efficiency, workflows, and performance.

Qualifications include:

  • Education: High School or GED required, associate or bachelor's degree in finance or related field preferred.
  • 1-3 years of experience in call center quality assurance, monitoring, or collections operations.
  • Strong attention to detail and the ability to evaluate interactions objectively and consistently.
  • Excellent verbal and written communication skills for reporting and coaching.
  • Ability to organize priorities, meet deadlines, and remain composed in a fast-paced or high-pressure environment.
  • Working knowledge of Microsoft Word and Excel.
  • Knowledge of departmental operations, processes, and procedures-or the ability to learn them quickly.
  • Commitment to learning, professional growth, and continuous improvement.
  • Ability to work independently and meet tight deadlines.

Pay & Benefits:

  • Competitive hourly pay: $23 - $25/hour
  • 401(k) with company match
  • Medical, dental, and vision insurance
  • Optional life insurance
  • Paid holidays
  • Paid vacation and sick time
  • Opportunities for internal promotion and career advancement

Lobel Financial is an Equal Opportunity Employer.

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