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Call Monitoring Jobs in Ontario (NOW HIRING)

Hyundai Motor Company

Supervisor, CR

Markham, ON · On-site

Conduct monthly QA monitoring, call spotchecks, and coaching sessions. * Support Tier2 agents in achieving S.M.A.R.T. goals set by Senior Leadership. * Lead the quarterly and annual performance ...

National Veterinary Associates

... monitoring and facilitating the flow of the regular and standby appointments of the day, emergencies, managing a nurse advice line, and helping Drs with screening and returning medical call backs ...

Acara Solutions

Install (Sensor) Technician

Ottawa, ON

CA$24/hr

... monitoring sensors on train wheel bearings and associated gateway devices. This role involves ... After you apply, you may receive a call or message from our AI Talent Scout about this role or ...

Teleperformance

Trainer

Toronto, ON · On-site

Actively monitor and support new trainees during the On-the-Job Training (OJT) period to ensure a smooth transition from classroom to production. * Instructional Tools: Expertly utilize training ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Ontario

Call Monitoring information

See Ontario salary details

$10

$20

$44

How much do call monitoring jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for call monitoring in Ontario is $20.48, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $19.95 per hour, depending on experience, location, and employer.

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 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 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 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 or live calls, provide feedback, and may use call center software to track performance metrics. This role helps improve communication skills and maintain company policies.

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 are the most commonly searched types of Call Monitoring jobs in Ontario? The most popular types of Call Monitoring jobs in Ontario are:
What are popular job titles related to Call Monitoring jobs in Ontario? For Call Monitoring jobs in Ontario, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Ontario look for? The top searched job categories for Call Monitoring jobs in Ontario are:
Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Ontario 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 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $42,606 per year, or $20.5 per hour.

Manager, CS and Estore Omni Contact Centre Operations & Training (12 month contract)

Samsung Electronics

Mississauga, ON

Full-time

Medical, Dental, Life

Posted 8 days ago

Samsung Electronics rating

6.7

Company rating: 6.7 out of 10

Based on 50 frontline employees who took The Breakroom Quiz

126th of 156 rated electronics manufacturers

Job description

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.
Did we catch your attention yet?
If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun.... then please keep reading!
Our Perks:
Fantastic employee discount on all Samsung products
Competitive Salary
Employer paid Medical and Dental coverage from day one
Free on-site gym to get your sweat on
Subsidized Cafeteria; including free Starbucks coffee/latte machine
Employee Referral program- we want great talent like you!
Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
Additional Well Being Days for better work life-balance!
Position Summary:
This role is responsible for the administrative and financial operations of the CS voice and chat and Estore voice and chat contact centre operation including its outsourced international partners. Daily management of CS and estore vendor operations for voice, chat and email. Collaboration with CS and DtC teams and other internal SECA stakeholders for online shopping CS and estore call voice and chat volume, quality and other KPIs as needed and sales.
Will own strategic planning initiatives, such as (expense simulations) CS and estore , call voice and chat forecasting and, voice and chat KPI reporting. Will be responsible for 3rd party headcount planning to ensure adequate utilization and for achieving performance targets. are achieved. Daily monitoring, evaluation and reporting of call answer ratio, chat response ratio and service level risks and expense reduction opportunities.
The incumbent will be responsible for CS voice and chat and estore voice and chat customer satisfaction service delivery survey and, first call resolution and net promoter score results being being above industry average. In addition, the role will manage Operations, Training, Quality and Workforce Management Teams for CS voice and chat and estore voice and chat to ensure best practices with respect to service processes and quality standards, such that they are being met by vendor partners.

Role and Responsibilities

Essential Duties and Responsibilities:

  • Monitor and analyze CS voice and chat and Estore voice and chat KPIs, such as CAR, ABN, SL, ASA, CRR, ERR, CSS, FCR, AHT, forecasting accuracy ratio, hold usage, repeat contacts, ticket creation ratio, transfers, disconnects, pending tickets, quality assurance scores, agent adherence, attrition, occupancy, utilization, attendance, absence, VS usage, HRM usage, VD RM usage, MX RS usage and SMS usage
  • Monitor the CS voice and chat and estore voice and chat KPIs at the overall and division level, that is, MX, DA, VD, IT and others
  • Perform mystery calls and chats for both CS and estore operations
  • Conduct CS voice and chat and estore voice and chat monthly validation of vendor invoices within 5 business days of receiving them
  • Ensure that SECA is not being overcharged and that billing hours match with system records. Non-validation of these invoices can lead to over-billing and must be validated for audit purposes
  • Prepare monthly CS voice and chat and estore voice and chat volume forecast for contact center vendor sites and ensure we have enough staffing coverage for regular business days, holidays, launches and other sales or special events
  • Producing a monthly CS voice and chat and Estore voice and chat locked volume forecast for the contact center vendors 90 days in the future with a 45 day lead time
  • Analyzing CS voice and chat and Estore voice and chat historical contact volume and producing a monthly locked forecast by line of business and language for the contact center vendors, reducing cost by ensuring that the forecast is in-line with contractual obligations and avoid penalties being charged to Samsung
  • Co-ordinate CS voice and chat and Estore voice and chat content and training delivery to all CS and Estore agents to ensure that all agents are properly trained prior to new model launches and other sales or special events
  • Attend the relevant CS voice and chat and estore voice and chat meetings and receive promotion material from the sales teams and upload the terms and conditions and other relevant documents to ASK or other knowledge management system as needed for the CS and Estore agents
  • Participate in the CS voice and chat quality process, weekly calibrations with vendors for Tier 1 interactions, evaluating inbound and outbound call, chat and message contacts
  • Monitor and manage CS voice and chat and estore voice and chat pending tickets created by the contact centers and ensure that customer requests are handled within the agreed turnaround time to avoid VOCs
  • Providing daily/weekly/monthly/quarterly/annual reporting to HQ/Leadership/CS/DtC PICs, such as weekly KPIs, etc.
  • Maintaining agent access to all relevant CS and estore systems, such as Sprinklr, ASK, , MX RS, VD RM, HRM, VS and other tools as needed
  • Attend all internal/external meetings regarding new product launches, upcoming promotions, etc. and cascading that information down to the vendors
  • Will be responsible for completing any CS voice and chat and estore voice and chat ad hoc reports and projects requested by the Leadership team as the business requires

Skills and Qualifications

Requirements

Education:

  • University degree (Business Administration, Commerce) preferred
  • Enrolment in designated accounting program preferred

Knowledge:

  • Sound knowledge of financial trade spending accrual process or system knowledge is a strong asset
  • Experience with ERP system (preferably SAP) an asset
  • Excellent written and oral communication and presentation skills
  • MS Office including advanced Excel and PowerPoint

Experience:

  • Minimum 5 years of customer service/call centre management experience

The salary range for this role is expected to be between $98,000 to $128,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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