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Call Monitoring Jobs in Pennsylvania (NOW HIRING)

Ntta

$58K - $76K/yr

Key responsibilities include monitoring team performance, coaching individuals and groups ... Flexibility is required to meet varying business needs and call volumes, including potential ...

Ntta

$58K - $76K/yr

Manages customer service staff performance and quality by coaching team members and participating in customer interactions, call monitoring sessions, or case management. * Monitors quality and ...

Fidium

Senior Director, Customer Care

Pittsburgh, PA · On-site

Develop and implement quality assurance programs, including call monitoring, auditing, and coaching frameworks * Ensure vendor training programs align with Fidium technical standards and product ...

Camelback Resort

Call Center Supervisor

Tannersville, PA · On-site

Call Center Supervisor Department: Call Center Reports to : Director of Contact Center Operations ... Monitor all communication channels and dynamically adjust agent coverage to ensure appropriate ...

New

prwt

Call Center Supervisor

Philadelphia, PA · On-site

... the Call Center in a timely manner. Position is conveniently located within Center City ... Monitor all lunch and break records. * Responsible for coaching, counseling, and /or corrective ...

prwt

Call Center Supervisor

Philadelphia, PA

... the Call Center in a timely manner. Position is conveniently located within Center City ... Monitor all lunch and break records. * Responsible for coaching, counseling, and /or corrective ...

Camelback Resort

Call Center Supervisor

Tannersville, PA · On-site

Call Center Supervisor Department: Call Center Reports to : Director of Contact Center Operations ... Monitor all communication channels and dynamically adjust agent coverage to ensure appropriate ...

New

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Call Monitoring information

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How much do call monitoring jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for call monitoring in Pennsylvania is $17.95, according to ZipRecruiter salary data. Most workers in this role earn between $15.43 and $19.28 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 Pennsylvania?

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

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

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

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

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

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Pennsylvania as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 74% Full Time, 19% Part Time, and 5% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $37,346 per year, or $18 per hour.

Customer Service Supervisor- Call Center

Ntta
See more jobs at Nttaexternal

$58K - $76K/yr

Full-time

Re-posted 14 days ago

Job description

Job Description

The purpose of this position is to provide leadership and support across all customer service functions, ensuring alignment with NTTA's Mission:Forward values. Key responsibilities include monitoring team performance, coaching individuals and groups, analyzing service trends, and assigning training as needed. The incumbent serves as the assigned supervisor to a team of 13 Customer Service Representatives (CSC IIs), spending the majority of their time in this supervisory role. They hold the authority to recommend disciplinary actions and terminations for those under their supervision. Additional duties include collaborating with HR on recruitment, conducting performance evaluations, managing workload distribution, and handling administrative tasks such as payroll and corrective actions. Flexibility is required to meet varying business needs and call volumes, including potential extended work hours and special projects. This role reports to designated supervisor. Assisting team members by handling escalated inquiries, override requests, helping team members through research and finding information to take care of customer needs. Other duties may include but not limited to assisting with Workforce Management, working with and managing vendor relationships, assisting other departments and groups. Coaching of best practices to team members by identifying trends through data and observation of agent performance and behavior.

Starting Rate: $58,094/annually- $76,440/annually

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities:

  • Manages customer service staff performance and quality by coaching CSSs and participating in customer call monitoring sessions
  • Motivates team and ensures performance metrics are met
  • Recommends and implements employee recognition programs
  • Schedules tasks and projects
  • Monitors quality and performance standards
  • Review all internal and external customer contacts
  • Reviews productivity by analyzing daily call reports, updates spreadsheets, and provides statistics to Contact Center staff and management
  • Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation
  • Supports CSSs by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals
  • Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 3600 feedbacks
  • Resolves escalated customer issues and handle escalated customer calls
  • Performs billing research to resolve customer inquiries
  • Solicit feedback from customers and employees and recommend improvements in all internal and external processes
  • Resolve internal and external customer issues; respond with urgency to customer calls and inquiries
  • Ensure service level objectives are met
  • Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
  • Enters, organizes, and maintains critical data and reviews and verifies all deposits
  • Ensures confidentiality of employee and customer records
  • Quantify workforce shortages and adjust available staff accordingly
  • Perform research for budget documents, compile data for computer entry and enter or oversee data entry

Qualifications:

Minimum:

  • High School diploma or equivalent
  • 1-3 years' experience
  • Valid driver's license or ability to obtain Texas Class "C" driver's license within 30 days of hire

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.

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