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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 ...

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 ...

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 ...

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Call Monitoring information

See Pennsylvania salary details

$10

$17

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How much do call monitoring jobs pay per hour?

As of Aug 2, 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's a good job for overthinkers?

Call monitoring involves listening to and evaluating customer service calls, which can suit overthinkers who enjoy attention to detail and analysis. The role requires strong listening skills, patience, and the ability to focus on specific aspects of conversations, often in a quiet environment. It can be a good fit for those who prefer structured tasks and clear guidelines.

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. 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.

How can I make 2000 a week working from home?

In call monitoring roles, earning $2000 a week typically requires working full-time hours, often 40 or more hours, and gaining experience or specialized skills such as quality assurance, coaching, or advanced software knowledge. Some positions offer performance-based bonuses or higher pay for specialized industries, but reaching this income level consistently may also involve multiple part-time roles or freelance opportunities in related fields.

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.

How to make $1000 a week remotely?

In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or certifications that increase your pay rate. Some positions pay hourly, while others may offer performance-based incentives, so developing strong communication and technical skills can help increase earnings. Consistent scheduling and seeking roles with higher pay scales or bonuses can also contribute to reaching this income level.

How does call monitoring work?

Call monitoring in a call monitoring role involves listening to or recording customer service calls to assess agent performance, ensure quality standards, and provide feedback. It often uses specialized software or tools that enable supervisors to listen in real-time or review recorded calls, supporting training and compliance efforts.

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 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 July 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 $37,346 per year, or $18 per hour.

Supervisor Call Center - Digestive Health - Allegheny Center - Full Time

Highmark Health

Pittsburgh, PA • On-site

Full-time

Re-posted 7 days ago

Highmark Health rating

7.8

Company rating: 7.8 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

Job description

Company :Allegheny Health NetworkJob Description :

GENERAL OVERVIEW:

Responsible for organizing and directing the daily activities within the call center operation. Supervise, train and guide call center agents to execute their tasks. Responsible for resolving problems and complaints. Monitor agents and supervise call center performance, as well as analyze reports. Prepare and develop schedules to control adequate staffing levels.

ESSENTIAL RESPONSIBILITIES:

  • Supervise the daily activities of call center agents.
  • Ensure compliance with organization's policies and procedures.
  • Perform call monitoring, coaching, training, disciplining, and reviewing all center agents.
  • Addresses, follows up and resolves customer (patients/practices) complaints and questions.
  • Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job.
  • Update Call Center databases.
  • Prepare Call Center agent's schedules, monitor attendance and schedule breaks and shifts as necessary.
  • Communicate solutions, successes and opportunities to the Manager.

QUALIFICATIONS:

Minimum

  • Associates Degree
  • One year experience in call center supervisory role and/or three years call center service activities

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

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About Highmark Health

Sourced by ZipRecruiter

A national blended health organization, Highmark Health and our leading businesses support millions of customers with products, services and solutions closely aligned to our mission of creating remarkable health experiences, freeing people to be their best. Headquartered in Pittsburgh, we're regionally focused in Pennsylvania, Delaware, West Virginia, and eastern and northwestern New York with customers in 50 states and the District of Columbia. We passionately serve individual consumers and fellow businesses alike. And our companies cover a diversified spectrum of essential health-related needs including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative, technology solutions. Our financial position reflects strength and stability, with our year-end 2022 consolidated revenues totaling $26 billion. And we're proud to carry forth an important legacy of compassionate care and philanthropy that began more than 170 years ago. This tradition of giving back, reinvesting and ensuring that our communities remain strong and healthy is deeply embedded in our culture, informing our decisions every day.

Industry

Health care and social assistance and insurance services

Company size

10,000+ Employees

Headquarters location

Pittsburgh, PA, US

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