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Call Monitoring Jobs in Texas (NOW HIRING)

3 Day Blinds

Call Center Representative

Austin, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Representative

Fort Worth, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Representative

Dallas, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Representative

Dallas, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Case Representative

Dallas, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Case Representative

Dallas, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

3 Day Blinds

Call Center Case Representative

Austin, TX · On-site

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards * Adaptable to change, with an ability to learn new skills and retain information

SupportNinja

Quality Assurance Specialist

Dallas, TX · On-site

Utilize call monitoring software and quality tools to assess agent performance effectively * Track and monitor agent punctuality, attendance, and timely call-ins * Ensure agent compliance with ...

ASM Research

Quality Specialist III

San Antonio, TX · On-site

Reports findings from complaints and call monitoring to the client, internal, and vendor teams. Makes recommendations on quality initiatives. * Monitors calls for timeliness of answer, active ...

Medix Infusion

Patient Services Supervisor

Addison, TX · On-site

Monitor KPIs such as service levels, call quality, and patient satisfaction. * Conduct audits and call monitoring to ensure compliance and quality. * Resolve escalated patient concerns with empathy ...

Scott & Associates, PC

Compliance Assistant

Plano, TX · On-site

$18 - $20/hr

Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience * Effective oral and written communication skills with knowledge of correct grammar ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Texas

Call Monitoring information

See Texas salary details

$10

$16

$23

How much do call monitoring jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for call monitoring in Texas is $16.69, according to ZipRecruiter salary data. Most workers in this role earn between $14.33 and $17.93 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 Texas?

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

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

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

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

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

What cities in Texas are hiring for Call Monitoring jobs?

Cities in Texas with the most Call Monitoring job openings:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Texas as of September 2026, with employment types broken down into 80% Full Time, 15% Part Time, and 5% Contract. Highlights an 100% In-person job distribution, with an average salary of $34,710 per year, or $16.7 per hour.

Bilingual Spanish Call Center Supervisor

Plano, TX • Remote

The Hire Solution
Recruiting and Staffing Services • 1 - 10 employees
Learn more about The Hire Solutionexternal

$60K - $80K/yr

Full-time

Posted 22 days ago

Job description

Bilingual Spanish Call Center Supervisor


We are seeking an experienced and motivated Bilingual Spanish Call Center Supervisor to lead and support a team of customer service and call center representatives. This role is responsible for overseeing daily call center operations, monitoring service performance, coaching team members, resolving escalated customer issues, and ensuring the team consistently delivers an exceptional customer experience.

The successful candidate will be a hands-on leader with strong experience in call center operations, customer service, team supervision, performance management, and KPI/SLA management. This individual will help create an efficient, positive, and customer-focused environment while ensuring operational goals and service standards are achieved.

Fluency in both English and Spanish, including verbal and written communication, is required. Portuguese language skills are a plus.


Key Responsibilities

Call Center Operations

  • Supervise the day-to-day activities of a team of approximately 3–5 customer service or call center representatives.
  • Monitor call volume, staffing levels, schedules, queues, response times, and service levels to ensure adequate coverage and efficient operations.
  • Ensure the team consistently meets established service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity goals.
  • Monitor customer interactions, including phone calls, emails, and other communication channels, to ensure quality and professionalism.


Team Leadership & Development

  • Lead, coach, mentor, and develop call center representatives to improve performance, customer service skills, and overall effectiveness.
  • Establish clear performance expectations and provide regular feedback, coaching, and performance support.
  • Conduct quality reviews and monitor calls to evaluate customer service, communication skills, accuracy, and adherence to established procedures.
  • Assist with employee onboarding and training, including systems, processes, products, services, and customer service standards.


Customer Service & Issue Resolution

  • Serve as an escalation point for complex customer questions, complaints, disputes, and service issues.
  • Ensure customer concerns are documented, investigated, and resolved according to established procedures and service standards.
  • Communicate effectively with English- and Spanish-speaking customers and team members.


Performance Management & Reporting

  • Monitor and report on call center metrics, including call volume, response times, abandonment rates, service levels, productivity, quality scores, and customer satisfaction.
  • Prepare regular performance reports and provide updates to management on team results, trends, challenges, and opportunities.
  • Track individual and team performance against established goals.
  • Use data and reporting to identify performance gaps and implement corrective actions.
  • Ensure accurate documentation of customer interactions, escalations, and operational activities within applicable systems.


Process Improvement & Cross-Functional Support

  • Develop, update, and maintain call center procedures, training materials, and standard operating procedures.
  • Identify opportunities to improve call handling, workflows, customer communication, and operational efficiency.


Qualifications

  • Bachelor's degree preferred.
  • Minimum 3–5 years of experience in a call center, contact center, customer service, or client services environment.
  • Minimum 1–2 years of supervisory, team lead, or people management experience preferred.
  • Experience supervising customer service representatives, call center agents, or similar frontline teams.
  • Experience managing performance against KPIs, SLAs, quality metrics, productivity goals, and customer satisfaction standards.
  • Experience handling complex customer complaints and escalations.


Required Skills

  • Fluent in English and Spanish, both written and spoken
  • Call Center or Contact Center Operations
  • Team Leadership and Employee Coaching
  • Customer Service and Customer Experience
  • Escalation and Complaint Resolution
  • Performance Management
  • KPI and SLA Management
  • Quality Assurance and Call Monitoring


Preferred Qualifications

  • Portuguese language skills.
  • Experience in a high-volume or multi-channel contact center environment.
  • Experience with CRM platforms, ticketing systems, or workforce management software.
  • Experience managing remote, hybrid, or geographically dispersed teams.
  • Experience developing call center procedures, training programs, or quality assurance processes.