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Call Monitoring Jobs (NOW HIRING)

Hilton Grand Vacations, Inc.

Supv, Call Transfer

Orlando, FL · On-site

$15 - $18.75/hr

Side by side and recorded call monitoring * Tracking attendance, schedule adherence and sales performance at the team member level * Work with other departments to ensure all package sales are within ...

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 · 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 ...

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 ...

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Call Monitoring information

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How much do call monitoring jobs pay per hour?

As of Aug 30, 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.

Quality Monitoring Specialist I

Rothschild, WI • On-site

Foundation Finance Company, LLC
Finance and Insurance • 51 - 200 employees
Learn more about Foundation Finance Company, LLCexternal

$26 - $27.50/hr

Full-time

Medical, Dental, Vision, Retirement

Posted 6 days ago

Job description

Quality Monitoring Specialist I Duties:
The Quality Monitoring Specialist I is responsible for monitoring and reviewing calls for the company's call center throughout all operations areas. This role scores calls in accordance with company policies and procedures, identifies areas for training and process improvement, and schedules and participates in call scoring calibration sessions to ensure compliance with applicable procedures.
Pay Range
USD $26.00 - USD $27.50 /Hr.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Research, identify, and monitor assigned volume of calls.
  • Perform call monitoring and provide trend data to management team.
  • Participate in design of call monitoring formats and quality standards.
  • Utilize Virtual Observer to compile and track performance at team and individual levels.
  • Stay abreast of policies and procedures for applicable department changes.
  • Provide feedback to management on current trends and training needs.
  • Assist with providing detailed reports to management.
  • Contribute to the ongoing development of procedures by identifying and recommending process improvements.
  • Assist with updating related SOP's when process changes are implemented.
  • Collaborate with other departments on quality monitoring/scoring as needed.
  • Other duties as assigned by management. Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

Minimum Qualifications:
  • Associate degree in business, finance, communication, compliance OR 2 years of relevant applicable experience in audit, compliance, or call center management.
  • Ability to effectively present information to customers, clients, employees and leadership.
  • Ability to interpret and carry out instructions furnished in written, oral, or diagram form.
  • To perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, and Internet Explorer).

About Foundation Finance:
Foundation Finance Company (FFC), a Great Place to Work® certified company since 2017, is a fast-growing consumer finance company working with home improvement contractors across the U.S. to drive sales through flexible, customer-focused financing options.
Available Benefits:
• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code
*Employment status (full-time or part-time) may affect eligibility for certain benefits. Some benefits become available only after a specified period of employment. Please refer to our Benefits page for details.
Office environment with significant time spent sitting, typing and talking on the telephone.
Foundation Finance Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
If you reside in the state of Colorado, please click on the following link to review our benefits: Foundation Finance Benefits
These benefits are designed to support our employees in their professional growth, health, and overall well-being. Eligibility, coverage details, and enrollment processes will be provided during the onboarding process. At Foundation Finance Company, we are committed to fostering a positive work environment where employees can thrive both personally and professionally.
Remote Work Disclaimer
Foundation Finance Company LLC requires that remote employees must reside in one of the following states to be considered for any of our remote positions: AL, AR, AZ, CO, FL, GA, IL, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, and WI.

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