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Freelance Quality Call Monitoring Jobs (NOW HIRING)

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Review existing call monitoring processes and migrate forms to the call recording platform * Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the ...

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Review existing call monitoring processes and migrate forms to the call recording platform * Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the ...

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Call Monitoring and Quality Programs - Facilitate call monitoring and call calibration processes * Identify issues to focus root cause analysis and continuous improvement efforts * Facilitate vendor ...

Sagility

Quality Analyst

Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...

Sagility

Quality Analyst

Concord, NC · Remote

Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...

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How much do freelance quality call monitoring jobs pay per hour?

As of Aug 29, 2026, the average hourly pay for freelance quality call monitoring in the United States is $20.39, according to ZipRecruiter salary data. Most workers in this role earn between $16.11 and $23.08 per hour, depending on experience, location, and employer.

What is freelance quality call monitoring?

Freelance quality call monitoring jobs involve evaluating and analyzing customer service calls for businesses to ensure agents follow company policies and provide excellent service. Freelancers in this role listen to recorded or live calls, assess communication skills, accuracy, and compliance, and provide detailed feedback or reports. These jobs are typically remote and offer flexible hours, making them suitable for individuals with strong attention to detail, communication abilities, and experience in customer service or call centers.

What are the typical challenges faced by freelance quality call monitors when working with multiple clients?

Freelance quality call monitors often manage projects for several clients simultaneously, which can present challenges such as adapting to different quality standards, call evaluation criteria, and feedback processes. Each client may use unique software tools and require specific reporting formats, requiring quick learning and adaptability. Additionally, freelancers need strong organizational skills to balance varying deadlines and maintain clear communication with each client to ensure expectations are met. Building trust and maintaining consistency in evaluations across diverse accounts is key to long-term success in this role.

What are the key skills and qualifications needed to thrive as a freelance quality call monitoring specialist, and why are they important?

To excel as a Freelance Quality Call Monitoring Specialist, you need a keen attention to detail, strong analytical abilities, and experience in call center operations or customer service. Familiarity with call recording software, CRM systems, and quality assurance tools, as well as certifications like COPC or Six Sigma, are often expected. Exceptional listening, communication, and objective evaluation skills set top performers apart in this role. These competencies ensure consistent service quality, compliance, and valuable feedback for continuous improvement in customer interactions.

What is the difference between Freelance Quality Call Monitoring vs Freelance Call Center Agent?

AspectFreelance Quality Call MonitoringFreelance Call Center Agent
CredentialsBasic customer service knowledge, communication skillsCustomer service experience, sometimes specific product knowledge
Work EnvironmentRemote, independent, flexibleRemote or office-based, client or company-specific
Job RoleEvaluates and monitors calls for quality assuranceHandles customer calls, provides support or sales
Industry UsageCommon in call centers, customer service firmsCustomer support, telemarketing, sales

Freelance Quality Call Monitoring focuses on assessing call quality and ensuring standards, while Freelance Call Center Agents directly interact with customers. Both roles require communication skills but differ in responsibilities and work setup.

More about Freelance Quality Call Monitoring jobs

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Freelance Quality Call Monitoring jobs near you
Infographic showing various Freelance Quality Call Monitoring job openings in the United States as of August 2026, with employment types broken down into 91% Full Time, and 9% Contract. Highlights an 82% In-person, 9% Hybrid, and 9% Remote job distribution, with an average salary of $42,417 per year, or $20.4 per hour.

Call Center Monitoring Specialist

Anaheim, CA • On-site

LOBEL FINANCIAL
Finance and Insurance • 501 - 1,000 employees
Learn more about LOBEL FINANCIALexternal

$23 - $25/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 9 days ago

Job description

Collections Call Monitoring Specialist

Lobel Financial is seeking a detail-oriented Collections Call Monitoring Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in collections, customer service, call centers, or loan servicing who can succeed in a fast-paced, performance-focused environment.

The Collections Call Monitoring Specialist monitors and evaluates collector interactions with customers and third parties through live and recorded call reviews. This role helps ensure adherence to applicable legal, regulatory, and internal policy requirements while assessing the effectiveness of collection techniques. The specialist assigns performance ratings, documents findings, communicates results to management, and contributes to projects that improve departmental efficiency, workflows, and overall performance.

Key responsibilities include:

  • Monitor and evaluate live and recorded collection calls to evaluate collector interactions with customers and third parties.
  • Measure compliance with applicable legal, regulatory, and internal policy requirements.
  • Track and report key findings and performance trends clearly to management.
  • Identify and report significant compliance concerns or collection-related issues upon discovery.
  • Partner with management to promptly address issues or delays that may affect workflows or processing timelines and coaching strategies.
  • Collaborate with QA/Compliance Teams to identify any process improvements, policy updates.
  • Maintain accurate records of monitoring activities, including call summaries, notes, escalations.
  • Stay updated on industry trends, emerging technologies, and best practices to monitor collection calls.
  • Support projects and tasks that improve departmental efficiency, workflows, and performance.

Qualifications include:

  • Education: High School or GED required, associate or bachelor's degree in finance or related field preferred.
  • 1-3 years of experience in call center quality assurance, monitoring, or collections operations.
  • Strong attention to detail and the ability to evaluate interactions objectively and consistently.
  • Excellent verbal and written communication skills for reporting and coaching.
  • Ability to organize priorities, meet deadlines, and remain composed in a fast-paced or high-pressure environment.
  • Working knowledge of Microsoft Word and Excel.
  • Knowledge of departmental operations, processes, and procedures-or the ability to learn them quickly.
  • Commitment to learning, professional growth, and continuous improvement.
  • Ability to work independently and meet tight deadlines.

Pay & Benefits:

  • Competitive hourly pay: $23 - $25/hour
  • 401(k) with company match
  • Medical, dental, and vision insurance
  • Optional life insurance
  • Paid holidays
  • Paid vacation and sick time
  • Opportunities for internal promotion and career advancement

Lobel Financial is an Equal Opportunity Employer.

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