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Call Monitoring Jobs in Austin, TX (NOW HIRING)

Compunnel

Cloud Solutions Architect 3

Austin, TX · On-site

$63 - $86.25/hr

... call monitoring, token usage, cost monitoring, and incident troubleshooting. • Experience implementing guardrails and human-in-the-loop controls, including approval gates, permission-scoped tool ...

CampusGroup, Inc

Student Success Team Lead

Austin, TX · On-site

$72K - $82K/yr

Conduct call monitoring to provide feedback and help coaches improve their outreach and coaching skills * Manage a small caseload of students to stay connected with the coaching experience and ...

Dabella

Contact Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

Strong understanding of call routing, IVR configurations, campaign management, and real-time monitoring * Working knowledge of Salesforce or comparable CRM systems * Experience supporting high-volume ...

DaBella

Contact Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

Strong understanding of call routing, IVR configurations, campaign management, and real-time monitoring * Working knowledge of Salesforce or comparable CRM systems * Experience supporting high-volume ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Austin, TX

Call Monitoring information

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$10

$17

$24

How much do call monitoring jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for call monitoring in Austin, TX is $17.75, according to ZipRecruiter salary data. Most workers in this role earn between $15.24 and $19.04 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 Austin, TX?

The most popular types of Call Monitoring jobs in Austin, TX are:

What are popular job titles related to Call Monitoring jobs in Austin, TX?

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

What job categories do people searching Call Monitoring jobs in Austin, TX look for?

The top searched job categories for Call Monitoring jobs in Austin, TX are:

What cities near Austin, TX are hiring for Call Monitoring jobs?

Cities near Austin, TX with the most Call Monitoring job openings:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Austin, TX as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $36,929 per year, or $17.8 per hour.

Submission for the position: Supervisor Access Services - (Job Number: 26008822)

Marble Falls, TX • On-site

Baylor Scott & White Healthcare
Outpatient Health Care • 10K+ employees

7.5

Company rating: 7.5 out of 10

Based on 772 frontline employees who took The Breakroom Quiz

233rd of 895 rated healthcare providers

People enjoy working here

Good employer

Recommended by students

Learn more about Baylor Scott & White Healthcareexternal

Full-time

Medical, Retirement, PTO

Re-posted 3 days ago

Job description

About Us
Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.
Our Core Values are:
  • We serve faithfully by doing what's right with a joyful heart.
  • We never settle by constantly striving for better.
  • We are in it together by supporting one another and those we serve.
  • We make an impact by taking initiative and delivering exceptional experience.
Benefits
Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:
  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.
Job Summary
The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.
Essential Functions of the Role
  • Supervises daily activities of an assigned Access Services unit. Prepares and directs schedules to ensure appropriate staffing 24-7. Monitors attendance of team members and schedules breaks and shifts as necessary. Accountable for overseeing daily operations and workflows. Ensures customer and department satisfaction. Ensures timely follow-up and escalation recovery is performed.
  • Monitors all outbound and inbound team activities according to performance goals. Improves quality by evaluating processes and recommending changes.
  • Coordinates and enforces system policies, procedures, and productivity standards. Performs routine call quality reviews on recorded or live calls. Follows established procedures. Performs account research to assist with system-level initiatives or requests. Examples include customer complaints, incorrect estimates, and administrative write-offs. Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
  • Monitors financial performance by ensuring financial conversations and collection attempts. Assists Access Services Director and Manager with adjusting staff to volumes.
  • Motivates and mentors team members to maintain a positive work environment. Creates and implements goals, action plans, and incentives to drive production results.
  • Performs call monitoring, coaching, training, and feedback and disciplining. Coaches, counsels and motivates employees.
  • Serves as a role model for staff in maintaining effective communication. This includes communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.
  • Acts as an information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis.
  • Administers and handles escalation requests for system and Revenue Cycle policies. These include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
  • Participates in the hiring process and manages performance, recognition, and disciplinary actions. Assists with interviewing applicants, hiring, and performance reviews.
Key Success Factors
  • Requires knowledge of general insurance terms, including governmental and commercial payers. Requires basic knowledge of medical and coding terms.
  • Proficient typing and keyboarding skills. Basic computer skills and Microsoft Office.
  • Demonstrated ability to work autonomously.
  • Proven written and verbal communication skills.
  • Works unsupervised and self-starter.
  • Proven ability to problem-solve, perform critical thinking.
  • Requires excellent listening and communication skills, and professional telephone etiquette.
  • Maintain a professional demeanor in stressful and emotional environments. This includes crime, behavioral health, suffering patients, and life or death situations.
  • Must exhibit high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.
  • Ability to maintain patient confidentiality in accordance with HIPPA guidelines.
Belonging Statement
We believe that all people should feel welcomed, valued and supported.
QUALIFICATIONS
  • EDUCATION - Associate's or 2 years of work experience above the minimum qualification
  • EXPERIENCE - 2 Years of Experience

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