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Call Monitoring Jobs in Nevada (NOW HIRING)

Golden Nugget

Call Center Manager

Laughlin, NV · On-site

The Call Center Manager will supervise all aspects of department and agent's performance ... Monitors adherence to ensure agents are meeting or exceeding department and company standards.

Costco Auto Program

Call Center Supervisor

Reno, NV

$21 - $24/hr

The Call Center (Member Advocate) Supervisor-I is responsible for leading and coaching Member ... The MAC Supervisor-I must be able to monitor, mentor, and enhance other MAC member performance ...

Golden Nugget

Call Center Agent

Las Vegas, NV · On-site

$14.25 - $18.75/hr

Monitoring all dispatch systems to ensure any pending requests are dispatched out to an active/on ... with guest call volume, entering third party reservations, Reservation modifications, e ...

Meruelo Group

Call Center Supervisor

Reno, NV · On-site

Manages group blocks, ensuring all room/suite inventory allocation and guidelines are monitored and ... the Call Center and Front Operations, gathered from Sales/Convention Service Managers, group ...

Ameriprise Financial

Customer Coach-U

Las Vegas, NV · On-site

$50K - $76K/yr

Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels.

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Call Monitoring information

See Nevada salary details

$11

$18

$25

How much do call monitoring jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for call monitoring in Nevada is $18.24, according to ZipRecruiter salary data. Most workers in this role earn between $15.67 and $19.57 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 popular job titles related to Call Monitoring jobs in Nevada?

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

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

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

What cities in Nevada are hiring for Call Monitoring jobs?

Cities in Nevada with the most Call Monitoring job openings:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Nevada as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 77% Full Time, 15% Part Time, and 6% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $37,939 per year, or $18.2 per hour.

Call Center Manager

Laughlin, NV • On-site

Golden Nugget
Amusement, Gambling, and Recreation • 1 - 5K employees

4.9

Company rating: 4.9 out of 10

Based on 48 frontline employees who took The Breakroom Quiz

158th of 164 rated casinos

People enjoy working here

Paid breaks

Recommended by parents

Learn more about Golden Nuggetexternal

Full-time

Posted 18 days ago

Job description

Overview
The Call Center Manager is responsible for the daily supervision of Call Center Agents, Lead Agents, Trainers and Supervisors. Ensuring customer interactions is handled in a helpful, friendly, upbeat and professional manner. The Call Center Manager will supervise all aspects of department and agent's performance, development and coaching as they assist guests that contact the call center.
Responsibilities
  • Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
  • Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
  • Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
  • Monitors adherence to ensure agents are meeting or exceeding department and company standards.
  • Ensures understanding and compliance of staff regarding department and company policies and procedures.
  • Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
  • Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
  • Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
  • Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
  • Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
  • Interviews and hires staff, and other Human Resources related tasks.
  • Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

Qualifications
  • Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
  • Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
  • Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
  • Monitors adherence to ensure agents are meeting or exceeding department and company standards.
  • Ensures understanding and compliance of staff regarding department and company policies and procedures.
  • Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
  • Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
  • Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
  • Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
  • Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
  • Interviews and hires staff, and other Human Resources related tasks.
  • Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

This position is onsite, and is located in Laughlin, NV
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