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Call Monitoring Jobs (NOW HIRING)

TransCore

Call Center Manager

Union, NJ

$80K - $99K/yr

Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction * Implement and maintain quality assurance standards through call monitoring and feedback

TransCore

Call Center Manager

NJ · On-site

$80K - $99K/yr

Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction * Implement and maintain quality assurance standards through call monitoring and feedback

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How much do call monitoring jobs pay per hour?

As of May 31, 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 are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?

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 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.

How to make $1000 a week remotely?

In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or specialized skills such as quality assurance or compliance. Some positions offer performance-based incentives or bonuses that can increase earnings, but consistent high income usually depends on the employer, workload, and individual performance.

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.

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Call Monitoring jobs near you
Onsite Call Center Quality Analyst

Onsite Call Center Quality Analyst

Qualfon

Casselberry, FL

Full-time

Posted 3 days ago

Qualfon rating

7.0

Company rating: 7.0 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

17th of 71 rated call and contact centers

Job description

This position will require onsite presence at our facility in Casselberry.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

 

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/


1. Call Monitoring
Evaluates English communication skills of agents
Provides feedback and coaching for every evaluation
Conducts Root Cause Analysis
Identifies communication barriers during call monitoring
Sends agents to special trainings in communication skills when needed


2. Five audits per agent with coaching
Plots monitoring schedule
Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
Develops action plans based on root causes
Conducts Performance Improvement Plan for low performers

3. Daily, Weekly , Monthly and Special Reports
Produces and submits reports to Operations Supervisors containing evaluations and scores
Submits Weekly RCA Report to QA Supervisor
Updates daily reports of the department containing QA scores
Issues Performance Improvement Process (PIP) related forms

4. Information dissemination and calibration
Conducts and joins internal and external call calibration sessions
Attends conference calls with the client on specific skills for calibration purposes
Reads and disseminates important information from e-mails, Agent Support, etc.
Discusses QA guidelines with agents
Takes refresher courses
Participates in meetings with QA Supervisor and whenever invited by Operations

5. Special projects
Performs special assignments given by the immediate supervisor
Participates in incentive programs of the QA department
Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance


  • Graduate of any 4-year degree or its equivalent
  • At least one year experience in Call Center operations
  • Prior Quality Assurance experience is preferred

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