Conduct call evaluations to ensure compliance and service excellence. * Provide coaching and ... Monitor departmental inquiries and assess alignment with AI-generated responses, recommending ...
Conduct call evaluations to ensure compliance and service excellence. * Provide coaching and ... Monitor departmental inquiries and assess alignment with AI-generated responses, recommending ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department ... Monitors associates real-time productivity to achieve production and revenue goals. Coaches and ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department ... Monitors associates real-time productivity to achieve production and revenue goals. Coaches and ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department ... Monitors associates real-time productivity to achieve production and revenue goals. Coaches and ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department ... Monitors associates real-time productivity to achieve production and revenue goals. Coaches and ...
Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are ... Essential Duties and Responsibilities Monitors associates real-time productivity to achieve ...
Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are ... Essential Duties and Responsibilities Monitors associates real-time productivity to achieve ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
UAC Analyst (Mid)
Nashville, TN · On-site
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
UAC Analyst (Mid)
Nashville, TN · On-site
Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas of concern and presenting findings with recommended actions to program leadership ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift. * Serve as the first-line ...
UAC Analyst - Mid
Nashville, TN · On-site
Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives. * Respond to stakeholder data requests with ...
UAC Analyst - Mid
Nashville, TN · On-site
Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives. * Respond to stakeholder data requests with ...
Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives. * Respond to stakeholder data requests with ...
Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives. * Respond to stakeholder data requests with ...
Call Monitoring information
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?
| Aspect | Call Monitoring | Call Center Agent |
|---|---|---|
| Primary Role | Supervising and evaluating calls for quality assurance | Handling customer calls and providing support |
| Required Skills | Communication, listening, coaching | Customer service, problem-solving |
| Work Environment | Quality assurance teams, supervisors | Call centers, customer support centers |
| Certifications | Optional, related to quality management | Customer 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 Tennessee?
The most popular types of Call Monitoring jobs in Tennessee are:
What are popular job titles related to Call Monitoring jobs in Tennessee?
For Call Monitoring jobs in Tennessee, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Tennessee look for?
The top searched job categories for Call Monitoring jobs in Tennessee are:
Full-time
Medical, Dental, Vision, Life, Retirement, PTO
Posted 4 days ago
Job description
Job Description Summary
Job Description
This position follows our hybrid-friendly schedule, so you get the best of both worlds - flexibility and collaboration. In office days will be 3 per week in one of the following locations: St. Petersburg, FL, Memphis, TN or Southfield, MI.
We are seeking a detail-oriented and collaborative Call Quality Assurance Specialist to join our team. This role builds upon core responsibilities by incorporating advanced quality oversight, coaching, and process improvement initiatives. The ideal candidate will ensure consistency in call evaluations, support team development, and drive alignment across evaluators and leadership.
Key Responsibilities:
- Conduct call evaluations to ensure compliance and service excellence.
- Provide coaching and development to team members, fostering continuous improvement and skill growth.
- Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards.
- Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy.
- Act as the final decision-maker in dispute resolution related to call evaluations.
- Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed.
- Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance.
- Analyze complex issues, interpret data trends, and implement effective solutions.
- Act as primary contact for escalated inquiries from associates, clients, and branch personnel.
- Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members.
- Direct workflows and support process improvements, including requirements gathering and testing.
- Represent department on projects and lead cross-functional initiatives.
- Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service.
- Drive professional development through ongoing education and knowledge of industry best practices.
Knowledge of:
- Operations and New Accounts systems.
- Advanced customer operations and the financial industry.
- Accounting concepts and principles.
- Investment concepts, practices and procedures used in the securities industry and as required by New Accounts.
Preferred Skills & Qualifications
- Familiarity with AI tools, quality monitoring systems, and customer management platforms to support business processes.
- Demonstrated experience in quality assurance, call monitoring, coaching, or dispute resolution within customer service or financial services environments.
- Strong analytical and critical thinking abilities to identify trends, interpret data, and recommend process improvements.
- Proven ability to manage high-volume inquiries with accuracy, flexibility, and timely analytical responses.
- Exceptional written and verbal communication skills for coaching, cross-functional collaboration, and engaging with associates, financial advisors, and branch personnel.
- Leadership experience with the ability to guide teams and apply structured approaches to customer interactions that deliver positive experiences and identify sales opportunities.
- Skilled in resolving operational issues, analyzing processes, and driving continuous improvement initiatives.
- Strong organizational skills with the ability to plan, prioritize, and execute work in a fast-paced environment while ensuring compliance with policies and procedures.
- Numerical aptitude and problem-solving skills to address complex issues and interpret data trends effectively.
Education
High School (HS) (Required)Work Experience
General Experience - 3 to 6 yearsCertifications
Travel
Less than 25%Workstyle
HybridThe total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt, pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm
At Raymond James - as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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