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Call Monitoring Jobs in Illinois (NOW HIRING)

Zest Health

Call Center Nurse Manager

Chicago, IL · On-site

Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. * Communicate performance results with the ...

Zest Health

Call Center Nurse Manager

Chicago, IL

Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. * Communicate performance results with the ...

Unifin, Inc

Workforce Support Analyst and RTA

Niles, IL · On-site

Perform real-time monitoring of call volumes, staffing levels, schedule adherence, and agent availability, recommending staffing adjustments as needed. * Prepare and distribute workforce performance ...

Unifin, Inc

Workforce Support Analyst and RTA

Niles, IL · On-site

Perform real-time monitoring of call volumes, staffing levels, schedule adherence, and agent availability, recommending staffing adjustments as needed. * Prepare and distribute workforce performance ...

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Call Monitoring information

See Illinois salary details

$10

$17

$24

How much do call monitoring jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for call monitoring in Illinois is $17.36, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $18.65 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.

What are the most commonly searched types of Call Monitoring jobs in Illinois?

The most popular types of Call Monitoring jobs in Illinois are:

What are popular job titles related to Call Monitoring jobs in Illinois?

For Call Monitoring jobs in Illinois, the most frequently searched job titles are:

What job categories do people searching Call Monitoring jobs in Illinois look for?

The top searched job categories for Call Monitoring jobs in Illinois are:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Illinois as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 82% Full Time, 11% Part Time, and 5% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $36,103 per year, or $17.4 per hour.

Call Center Nurse Manager

Zest Health

Chicago, IL • On-site

Full-time

Re-posted 8 days ago

Job description

Company Description
The role of call center nurse presents applicants with opportunity to enter a rapidly growing company, Zest Health, that is reinventing the healthcare experience for its members. Through its consumer-centric approach toward care and innovative purchase mechanisms, Zest improves the quality of care while eliminating excess cost borne by employers or employees. Backed by Lightbank and 7wire Ventures, Zest's dual focus on healthcare innovation and consumerism is deeply engrained in the company's DNA.
Zest's business model is built around a proprietary platform that includes an easy to use mobile application that offers users access to information and help when they need it, yielding higher quality care that is provided at a more cost-effective price.
Job Description
A cornerstone of Zest's value proposition is 24/7 immediate access to a nurse helpline. Zest's nurse helpline offers high quality, high touch guidance to members. Through the nurse line, Zest extends true concierge care to all. Zest's call center nurses are key representatives that deliver this extraordinary level of service to members on a continuous basis.
The importance of the Zest brand is paramount, and the call center nurse is the ultimate champion of Zest's brand. A candidate must demonstrate his/her ability to provide exemplary customer service, be a strong advocate for the customer, leverage triage protocols and properly document all interactions.
The call center nurse utilizes knowledge of the nursing process to assist callers make informed decisions regarding consumption of health care. In doing so, the call center nurse employs data gathering techniques, actively listens to caller needs, and leverages problem solving skills based on experience. Supported by software that incorporates triage logic to guide recommendations, and educational information and appointment scheduling functions, guidance offered by the nurse is documented and available for dissemination to appropriate external care providers with whom members interact. Hours of call center operation are 7 days/week, 24 hours/day, 365 days/year.
The Call Center provides or connects Zest customers, clients, partners with the following services:
  • Care Triage
  • Care management
  • Physician referral
  • Scheduling
  • Third party service referral

Qualifications
  • Degree from an accredited school of nursing.
  • Registered Nurse (RN).
  • At least 5 years work experience in management in a Nurse Triage call center environment / Customer support / service environment.
  • Ability to multi-task and to work around scheduled deadlines within a dynamic and challenging environment.
  • Ability to prioritize and display aptitude for good decision making.
  • Ability to work under pressure and maintain a positive frame of mind.
  • Ability to think strategically.
  • Strong Project Management skills.
  • Excellent Communication and interpersonal skills.
  • Computer literate - MS Office.
  • Desire to work in a fast-paced, dynamic and challenging environment.

Additional Information
  • Hire, train and manage a team of nurses to take calls, answer secure messages, and make outbound calls. Develop a motivated cohesive team environment where staff can achieve their full potential.
  • Establish and oversee the quality and operations policies for the Zest Call Center.
  • Manage to service levels and key performance indicators that put the Zest Call Center in line with industry world class standards.
  • Track call and data traffic and accurately formulate staff forecasts to ensure service levels are met. Coordinate with Zest management to ensure that new staff members are recruited to meet the growth in call traffic.
  • Actively measure the performance of your team and ensure that all operational targets and service levels are achieved.
  • Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.
  • Communicate performance results with the individual team members and Zest management team. Ensure minimal attrition by monitoring, coaching, and developing team members.
  • Proactively seek ways of improving the service we offer to our clients.
  • Serve as an escalation path for nurse team members. Respond quickly to any potential problems.
  • Spend an agreed upon proportion of time answering queue calls.
  • Coordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
  • Conduct regular team meetings to ensure that two-way communication are maintained between team members and management.
  • Support the management team in the creation of management reports.
  • Conduct account review presentations to clients as required. Some travel may be required.
  • Participate in Zest business discussions and proposals to prospective clients.
  • Work with Zest's partners to establish and manage joint workflows.
  • Undertake any administration associated with payroll, performance related bonus, staff time-off requests, expenses claims, etc.
  • Interface with Zest compliance officer to ensure call center meets HIPAA regulations.
  • Keep up to date with industry advancements and identify opportunities for Zest Health.

Apply