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Call Monitoring Jobs (NOW HIRING)

Inizio Engage

Quality Monitoring Analyst

$50K - $92K/yr

Conduct call and data case quality monitoring for program team using quality monitoring guidelines.. * Document and score the results of each report/case review and call monitoring in the Quality ...

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

Alivia Health

Call Center Supervisor

Guaynabo, 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 ...

Alivia Health

Call Center Supervisor

Guaynabo, 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 ...

Monarchcasino

Senior Call Center Manager

Atlantis, FL · On-site

Responsible for oversight of the weekly call monitoring program, ensuring each agent is shopped ... twice weekly and adheres to Atlantis standards. * Presents weekly roll-up of all performance ...

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 ...

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 ...

CENTRAL STATE CREDIT UNION

Call Center Lead

Stockton, CA · On-site

$27 - $35.72/hr

Coaching the team via call monitoring and observations. * Assist in staff evaluation for annual reviews with documented feedback. * Ensure the call center meets all compliance and regulatory BSA ...

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Call Monitoring information

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How much do call monitoring jobs pay per hour?

As of Sep 13, 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 September 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.

Quality Monitoring Analyst

Remote

Inizio Engage
Health Care and Social Assistance • 5 - 10K employees
Learn more about Inizio Engageexternal

$50K - $92K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 11 days ago

Job description

Inizio Engage has a long-standing partnership with a leading Biotechnology company across Commercial, Patient Solutions and Medical Affairs businesses.
Review calls, Adverse Event (AE) and Product Quality Complaint (PQC) reports/cases and associated documentation completed by Call Center staff to ensure adherence to Good Documentation Practices (GDP), regulatory requirements and client guidelines. Provide coaching, feedback and training to staff. Assist with Quality Assurance (QA) implementation and enforcement as assigned, including conducting and tracking the completion of internal audits.
This is your opportunity to join Inizio Engage and represent a top biotechnology company!
Why You'll Love Working Here
We believe great people deserve great support-at work and beyond. That's why we offer a rewards experience designed to help you thrive personally, professionally, and financially:
  • Competitive pay that recognizes your experience, expertise, and impact

  • Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave

  • Company-paid holidays so you can rest, recharge, and focus on what matters most

  • Recognition programs, contests, and awards that celebrate your contributions

  • Continuous growth opportunities through learning, leadership development, and career advancement support

  • A collaborative culture where your ideas are valued and your work makes a difference

We're also proud to be recognized for creating an exceptional employee experience:
  • Best Place to Work in BioPharma - 2022, 2023, 2025

  • Certified Great Place to Work® - 2021, 2023, 2025, 2026

Learn more: https://www.greatplacetowork.com/certified-company/7003732
What will you be doing?
  • Conduct call and data case quality monitoring for program team using quality monitoring guidelines..
  • Document and score the results of each report/case review and call monitoring in the Quality Management System (QMS) to provide timely feedback to the Call Center staff members specialists.
  • Attend call monitoring and case review calibration sessions with the client and program management team
  • Identify and share with program leadership trends in quality performance identified through quality monitoring.
  • Support new agent certification and quality monitoring requirement.
  • Provide one-on-one coaching to staff regarding quality monitoring .
  • Collaborate with Corporate Project Trainer and leadership to develop and provide quality related training for Call Center staff specialists
  • Participate in discussions with the Quality Monitoring team relative to project requirements and product and safety knowledge.
  • Work as a team to improve processes and procedures, and perform ad hoc projects for the program team as assigned.
  • Assist with any/all quality activities and reporting as requested by the program team.
  • Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

What do you need for this position?
  • Current RN License Required

  • Bachelor's degree or related work experience preferred

  • Quality monitoring experience is strongly recommended.

  • Training and coaching experience is preferred

  • Proficient in Microsoft Outlook, Word, Excel and PowerPoint

  • Exceptional verbal and written communication skills

  • Ability to prioritize and organize workflow activities in a fast paced environment

  • Strong organizational and analytical skills

  • Ability to multi task

  • Critical thinking and problem solving skills

  • Detail oriented

  • Ability to join frequent meetings and calls without disruption or disconnecting.

The base pay range for this position is $50K - $92K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.
About Inizio Engage
Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.
We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.
To learn more about Inizio Engage, visit us at: https://inizio.health/
Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records.
Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered.

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