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Call Monitoring Jobs (NOW HIRING)

Alivia Health

PR · On-site

JOB Primary Objective The Call Center Supervisor is responsible for the day-to-day oversight ... Monitor queue volumes, staffing coverage, employee availability, service levels, average speed of ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Call Center Collections Manager

Tampa, FL · On-site

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

Berkshire Bank

Call Center Supervisor

Pittsfield, MA · On-site

$20.50 - $32.12/hr

May performs call monitoring and coaching and provide feedback to ensure the team is highly skilled and motivated and exemplifies Be First behaviors and values. Commits to achieving performance ...

ARS

Outbound Call Center Sales Manager

Springfield, VA

$120K - $140K/yr

Monitor live and recorded calls and provide timely, actionable coaching * Use call center reporting, CRM data, and performance dashboards to identify trends and improve results * Develop outbound ...

Lobel Financial Corporation

Be Seen First

Call Center Monitoring Specialist

Anaheim, CA · On-site

$23 - $25/hr

Lobel Financial is seeking a detail-oriented Call Center Monitoring Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in ...

Select Portfolio Servicing, Inc.

Be Seen First

Call Center Representative

West Valley City, UT · On-site

$17 - $19/hr

... call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the ...

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How much do call monitoring jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for call monitoring in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 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.
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Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in the United States 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 $37,257 per year, or $17.9 per hour.

Call Center Supervisor

Paschal Air, Plumbing & Electric

Springdale, AR • On-site

$50K - $65K/yr

Full-time

Medical, Dental, Vision, Retirement

Posted 5 days ago

Job description

Job Summary
Paschal is looking for a Call Center Supervisor to lead a team of customer service representatives who handle inbound calls, scheduling, and customer inquiries. This role is responsible for coaching agents, monitoring call quality, managing daily workflow, and ensuring an excellent customer experience on every call. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people and improving performance.
Key Responsibilities
  • Supervise, coach, and motivate a team of call center representatives to meet daily, weekly, and monthly performance goals.
  • Monitor call volume, hold times, and scheduling to ensure adequate staffing and coverage throughout the day.
  • Jump in and personally take calls, chats, and emails alongside the team whenever call volume requires it - this role is expected to work the queue, not just manage it from the sidelines.
  • Conduct call monitoring and quality assurance reviews; provide regular feedback and coaching to improve customer experience and conversion rates.
  • Handle escalated customer calls and resolve complaints professionally and efficiently.
  • Track and report on key call center metrics (call volume, service levels, abandonment rate, average handle time, booking rate, etc) and understand how each impacts the overall customer experience.
  • Build and maintain SOPs (standard operating procedures) for the call center, and keep them updated on an ongoing basis to support training and ensure the team stays aligned on processes and expectations.
  • Assist with hiring, onboarding, and training of new call center staff.
  • Enforce company policies, attendance standards, and performance expectations.
  • Partner with operations and marketing teams to align call handling with business needs and promotions.
  • Identify process improvements to increase efficiency and customer satisfaction.
  • Prepare and lead team meetings, one-on-ones, and performance reviews.
  • Manage staffing and scheduling through peak season, when hours can shift with little notice - this may include early starts, late finishes, or longer days to keep the team covered.
Qualifications
  • 2+ years of experience in a call center or customer service leadership role (supervisor, team lead, or similar).
  • Prior experience in home services, HVAC, plumbing, electrical, or a related industry is a plus.
  • Strong communication, coaching, and conflict-resolution skills.
  • Comfortable working across multiple channels and systems - phone, chat, and email - alongside call center software, CRM systems, and AI-assisted platforms.
  • Experience using AI tools/platforms in a call center setting is a plus; we're a fast-growing, ever-changing environment, so comfort learning and adapting to new technology is a must.
  • Working knowledge of service level metrics and how they impact the overall customer experience.
  • Ability to multitask and stay organized in a fast-paced, high-call-volume environment.
  • Proven ability to lead, motivate, and hold a team accountable to performance standards.
  • High school diploma or equivalent required; associate's or bachelor's degree preferred.
  • Availability to work flexible and extended hours as business needs require, including early mornings, evenings, and weekends. During peak season, schedules can shift with little notice and may include longer days.

Work Environment
This is a full-time position based in Northwest Arkansas, attendance in person is required.
What We Offer
• Competitive base salary and performance-based incentive opportunity.
• Full benefits package, including medical, dental, vision, and retirement plans.
• A strong, stable organization with aggressive growth plans, and leadership support.
• A privately owned company with long-term leadership stability-not private equity backed.
Paschal Home Services, LLC is an equal opportunity employer committed to providing a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any characteristic protected by applicable federal, state, or local laws.

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