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Call Monitoring Jobs in Utah (NOW HIRING)

MIRA HOME

Director of Call Center Operations

Orem, UT · On-site

$110 - $125/hr

As the Director of Call Center Operations, you will own the systems, people‑readiness, and ... Monitor real‑time performance and intraday adjustments to protect Service Level (SLA) and ...

Mira Home

Director of Call Center Operations

Orem, UT · On-site

$110K - $125K/yr

As the Director of Call Center Operations, you will own the systems, people-readiness, and quality ... Monitor real-time performance and intraday adjustments to protect Service Level (SLA) and occupancy

Pure Infusion

RCM Patient Account Supervisor

Sandy, UT · On-site

$60K - $70K/yr

... call-monitoring program; maintain a KPI scorecard covering service, productivity, financial recovery, quality, and compliance. • Ensure ongoing team compliance with HIPAA, TCPA, FDCPA, PCI-DSS ...

Buyerlink

Call Operations Analyst

American Fork, UT · On-site

In this role, you will monitor recorded and live calls, evaluate interactions, review phone queue activity, and identify trends in agent performance and call data. The ideal candidate is detail ...

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Showing results 21-40

All JobsCall Monitoring JobsCall Monitoring Jobs in Utah

Call Monitoring information

See Utah salary details

$9

$16

$22

How much do call monitoring jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for call monitoring in Utah is $16.31, according to ZipRecruiter salary data. Most workers in this role earn between $13.99 and $17.50 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 popular job titles related to Call Monitoring jobs in Utah? For Call Monitoring jobs in Utah, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Utah look for? The top searched job categories for Call Monitoring jobs in Utah are:
Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Utah as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 16% Part Time, and 4% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $33,918 per year, or $16.3 per hour.

Call Center Team Lead

Serenity Mental Health Centers

Provo, UT • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 26 days ago

Job description

Serenity is growing, and we're looking for a Call Center Team Lead who is passionate about developing people while helping drive exceptional patient experiences. This is an ideal opportunity for someone ready to take the next step into leadership.
This is a highly visible, hands-on leadership role focused on coaching, developing, and supporting our Patient Care Coordinators. You'll spend your day on the floor working alongside the team, providing real-time coaching, reinforcing best practices, assisting with escalations, and partnering closely with Supervisors to improve individual and team performance.
If you enjoy helping others succeed, thrive in a fast-paced environment, and lead through action rather than title, we'd love to meet you.
What You'll Own
  • Spend approximately 5 hours each day providing in-person coaching and support to call center reps through floor presence, side-by-side shadowing, call observation, and real-time feedback.
  • Spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations.
  • Provide on-site support; this position focuses exclusively on the local team and does not provide remote coaching.
  • Deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities.
  • Conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement.
  • Monitor calls, review quality and performance metrics, and provide timely, actionable coaching.
  • Assist with onboarding and training new Patient Care Coordinators.
  • Partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities.

Requirements
  • Previous experience leading and developing others in a call center, customer service, or healthcare operations.
  • Strong communication, coaching, and mentoring skills with the ability to provide clear, constructive feedback.
  • Proven track record to identify performance trends using quality reviews and performance metrics.
  • Strong aptitude for learning new technology and software systems.
  • Strong organizational skills with the ability to balance coaching, operational support, and escalations throughout the day.
  • Proven ability to remain calm, solution-oriented, and adaptable in a fast-paced environment.
  • A positive attitude and genuine desire to help teammates grow and succeed.
  • Mental health or healthcare experience is not required-we provide comprehensive training.

Benefits
  • Competitive pay
  • 90% employer-paid medical, dental, and vision insurance
  • 401(k) retirement plan
  • 10 PTO days to start, increasing to 15 after one year, plus 10 paid holidays
  • Employee referral bonuses
  • Clear career growth opportunities into Supervisor and Operations leadership roles
  • Ongoing leadership development and professional coaching

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