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Freelance Quality Call Monitoring Jobs (NOW HIRING)

Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...

Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...

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

As of Jul 14, 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 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.

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 are freelance quality call monitoring jobs?

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.
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What cities are hiring for Freelance Quality Call Monitoring jobs? Cities with the most Freelance Quality Call Monitoring job openings:
What are the most commonly searched types of Quality Call Monitoring jobs? The most popular types of Quality Call Monitoring jobs are:
What states have the most Freelance Quality Call Monitoring jobs? States with the most job openings for Freelance Quality Call Monitoring jobs include:
What job categories do people searching Freelance Quality Call Monitoring jobs look for? The top searched job categories for Freelance Quality Call Monitoring jobs are:
Freelance Quality Call Monitoring jobs near you
Infographic showing various Freelance Quality Call Monitoring job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $42,417 per year, or $20.4 per hour.
Quality Assurance Call Monitoring

Quality Assurance Call Monitoring

Verida Inc

Villa Rica, GA • On-site

Full-time

Posted 20 days ago

Verida rating

5.0

Company rating: 5.0 out of 10

Based on 11 frontline employees who took The Breakroom Quiz

Job description

SUMMARY: Provides Quality call monitoring for agents and completes observation quotas, verifies accuracy of call center script usage, process and procedures, figures, calculations, and postings pertaining to business transactions recorded by other workers by performing the following duties.

ESSENTIAL FUNCTIONS

  • Responsible for listening, evaluating, accurately scoring, and reporting of call center agent script use, policy and procedure and business standard requirements to ensure customer and client satisfaction.
  • Complete daily/weekly/monthly scoring quota requirements supporting contractual obligations including calls of varying lengths to determine opportunities with both long, medium, and short call durations.
  • Develop and implement effective quality monitoring processes, which are linked to continuous improvements and training.
  • Evaluate communication methods between the Agents and customers utilizing call monitoring tools and scorecards.
  • Monitor calls, evaluating the quality of the service being provided to customers and clients.
  • Utilize the quality monitoring software; record Agents’ calls and screen capture their desktop for review.
  • Take a proactive lead in identifying opportunities for continuous improvement.
  • Make recommendations for training, process development, and service improvement.
  • Review Agent performance with the Agent and/or Team Lead.
  • Identify, save, and report exceptional calls for use in coaching and development. Seek calls or portions of calls which perfectly demonstrate desired call handling behaviors for varying and requested/assigned situations to support business needs, and save and share with training and leadership.
  • Work with Training Coordinator, Supervisors and Manager to determine training needs for agents.
  • Perform regular and recurring assignments in accordance with established procedures and with minimal supervision.
  • Attend periodic quality calibrations to ensure consistency in evaluations for consistent scoring.
  • Must have flexibility for backfilling for peers or assisting with call volume peaks when coverage is needed. This includes holidays, weekends, and night shifts if required. Management approval and coordination is required.
  • Assist with Agent Training and Development in areas other than customer service.
  • Other duties as assigned.

QUALIFICATIONS REQUIRED

  • Proven ability to acquire call center standards by achieving 95% or above average Quality score consistently: recent 3-6 months minimum.
  • Must be self-driven, self-learner.
  • Ability to work with or without supervision.
  • Must be detailed oriented
  • Have excellent communication skills (both verbal and written).
  • Must be able to take direction.
  • Have a genuine desire and spirit to assist others.
  • Must be able to motivate.
  • Knowledge of reporting software including observation tools and MS Excel
  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MINIMUM REQUIRED EDUCATION/TRAINING

  • One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
  • Working knowledge of Microsoft Office
  • Bilingual skills a plus


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