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Call Monitoring Specialist Jobs (NOW HIRING)

AECOM

Traffic Monitoring Specialist

Detroit, MI · On-site

AECOM is seeking a Traffic Monitoring Specialist / Dispatcher / Call Center to be based in Detroit, MI . This is for an overnight shift (9pm - 5am) with weekends and some holiday hours required.

AECOM

Traffic Monitoring Specialist

Detroit, MI · On-site

AECOM is seeking a Traffic Monitoring Specialist / Dispatcher / Call Center to be based in Detroit, MI . This is for an overnight shift (9pm - 5am) with weekends and some holiday hours required.

AECOM

Traffic Monitoring Specialist

Detroit, MI · On-site

AECOM is seeking a Traffic Monitoring Specialist / Dispatcher / Call Center to be based in Detroit, MI . This is for an overnight shift (9pm - 5am) with weekends and some holiday hours required.

PosiGen

Systems Monitoring Specialist

New Orleans, LA · On-site

We help the people we serve save money and make a positive impact on the planet that we all call home. * Our passion is helping the families who need help the most * Before we came along, solar ...

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 ... specialists and technical content specialists to ensure that each Customer Support team is ...

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 ... specialists and technical content specialists to ensure that each Customer Support team is ...

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Call Monitoring Specialist information

See salary details

$25.5K

$74.6K

$83.5K

How much do call monitoring specialist jobs pay per year?

As of Sep 9, 2026, the average yearly pay for call monitoring specialist in the United States is $74,649.00, according to ZipRecruiter salary data. Most workers in this role earn between $82,500.00 and $83,000.00 per year, depending on experience, location, and employer.

What is a call monitoring specialist?

Call Monitoring Specialists are professionals who evaluate and analyze customer service calls to ensure quality standards are met. They listen to recorded or live calls to assess agent performance, compliance with company policies, and overall customer experience. Their feedback helps improve training, service quality, and customer satisfaction. Call Monitoring Specialists often use specialized software and work closely with quality assurance teams to identify trends and recommend improvements.

What are some common challenges faced by call monitoring specialists, and how can they be addressed?

Call Monitoring Specialists often face challenges such as managing high volumes of calls for review, maintaining objectivity when providing feedback, and staying current with evolving compliance standards. To address these challenges, specialists can leverage call monitoring software to streamline evaluations, participate in regular training sessions, and collaborate closely with quality assurance and training teams. Building strong communication skills and staying organized can also help ensure feedback is constructive and actionable, benefiting both agents and the overall customer service process.

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, often supported by relevant certifications. Familiarity with call recording software, CRM systems, and quality monitoring tools is typically required. Excellent communication, objectivity, and the ability to provide constructive feedback are valuable soft skills in this role. These skills ensure accurate assessment of customer interactions, drive continuous improvement, and help maintain high service standards.

What is the difference between Call Monitoring Specialist vs Quality Assurance Analyst?

AspectCall Monitoring SpecialistQuality Assurance Analyst
CredentialsTypically requires customer service or call center experience, sometimes certifications in call quality or communicationOften requires a background in quality management, certifications like Six Sigma or QA-specific training
Work EnvironmentCall centers, customer service departments, telecommunication companiesCorporate offices, quality departments across various industries
Employer & Industry UsageUsed in customer service, telecommunication, and sales industriesUsed across multiple industries including finance, healthcare, and retail for process improvement
Search & Comparison IntentPeople comparing roles related to call quality and monitoringIndividuals interested in quality assurance roles in various sectors

While both roles focus on quality and performance, a Call Monitoring Specialist primarily reviews customer calls to ensure service quality, whereas a Quality Assurance Analyst may oversee broader quality processes across multiple channels. The roles often overlap in skills and environment but differ in scope and focus.

More about Call Monitoring Specialist jobs

What cities are hiring for Call Monitoring Specialist jobs?

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What are popular job titles related to Call Monitoring Specialist jobs?

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Call Monitoring Specialist jobs near you
Infographic showing various Call Monitoring Specialist job openings in the United States as of September 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 77% Full Time, 15% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $74,649 per year, or $35.9 per hour.

Call Center Monitoring Specialist

Anaheim, CA • On-site

Lobel Financial Corporation
Finance and Insurance • 501 - 1,000 employees
Learn more about Lobel Financial Corporationexternal

$23 - $25/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 25 days ago

Job description

Job description

Lobel Financial is seeking a detail-oriented Call Center 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.


Position Overview


The Call Center 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

  • 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

  • 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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