ZipRecruiter

Log In

1

Freelance Quality Call Monitoring Jobs in Arizona

Fortuity

Bilingual Call Center Supervisor

Phoenix, AZ

$50K - $60K/yr

Monitor performance metrics including productivity, quality, customer satisfaction, schedule adherence and attendance. * Monitor call queues and real-time staffing needs in coordination with ...

OneMain Financial

Verification Specialist Lead

Tempe, AZ · On-site

$70 - $95/hr

Monitor quality, compliance, and process adherence through account reviews, reporting, and call evaluations. Identify trends, risks, and opportunities for process improvement and operational ...

Truist Inc

RAC client solutions specialist

Tempe, AZ · On-site

... quality expectations. * Work accounts thoroughly according to established procedures (including ... Achieve acceptable call monitoring scores in each call category. * Communicate regularly with the ...

Truist Inc

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.50 - $22/hr

... quality expectations. * Work accounts thoroughly according to established procedures (including ... Achieve acceptable call monitoring scores in each call category. * Communicate regularly with the ...

Truist

RAC client solutions specialist

Tempe, AZ · On-site

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Truist

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.25 - $21.50/hr

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Truist

RAC client solutions specialist

Tempe, AZ · On-site

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Truist

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.25 - $21.50/hr

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

previous pagenext page

Showing results 21-40

All JobsQuality Call Monitoring JobsFreelance Quality Call Monitoring JobsFreelance Quality Call Monitoring Jobs in Arizona

Freelance Quality Call Monitoring information

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.

What are popular job titles related to Freelance Quality Call Monitoring jobs in Arizona?

For Freelance Quality Call Monitoring jobs in Arizona, the most frequently searched job titles are:

What job categories do people searching Freelance Quality Call Monitoring jobs in Arizona look for?

The top searched job categories for Freelance Quality Call Monitoring jobs in Arizona are:

What cities in Arizona are hiring for Freelance Quality Call Monitoring jobs?

Cities in Arizona with the most Freelance Quality Call Monitoring job openings:

Freelance Quality Call Monitoring jobs near you

Bilingual Call Center Supervisor

Fortuity

Phoenix, AZ

$50K - $60K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 9 days ago

Job description

Call Center Operations Supervisor
Bilingual English/Spanish
At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.
Summary:
The Call Center Operations Supervisor serves as the frontline leadership presence on the contact center floor, working closely with onsite Managers and client site leadership to maintain service levels, reinforce standards, and support employee success in a secure, regulated environment. Bilingual Supervisors have the additional responsibility of managing a workforce fluent in both English and Spanish.
Pay: $50,000-60,000 annually
Location: Columbus, OH (onsite at 775 West Broad Street) and/or Phoenix, AZ (Remote)
Assignment: Full Time, Permanent
Responsibilities:
  • Supervise and direct the day-to-day work of assigned remote and/or onsite call center agents
  • Monitor performance metrics including productivity, quality, customer satisfaction, schedule adherence and attendance.
  • Monitor call queues and real-time staffing needs in coordination with Workforce Management
  • Maintain company and client quality, performance, attendance and compliance standards identifying and addressing trends when needed
  • Prepare and deliver performance reports to leadership regularly
  • Communicate operational updates, changes, and expectations clearly to staff and leadership
  • Provide regular timely coaching and performance support to agents utilizing real-time feedback, one-on-ones, call reviews, and documented coaching sessions.
  • Collaborate with leadership and human resources to accurately and effectively document coaching, attendance concerns, corrective actions, and employee relations concerns
  • Develop and implement performance improvement plans for agents as needed
  • Review and submit agent timecards for accuracy and completion in accordance with payroll schedules
  • Participate in and support onboarding activities and client-led training and certification programs
  • Drive continuous improvement initiatives to enhance efficiency and customer experience
  • Provide operational support during periods of high call volume
  • Participate in leadership meetings and contribute to strategic planning discussions
  • Maintain compliance with applicable laws, regulations, policies, and best practices.
  • Support and participate in employee engagement, morale, and retention initiatives
  • Promote a professional, inclusive, performance-driven work environment
  • Perform other related duties as assigned
Education/Experience:
  • High School Diploma/GED equivalent required; Associate or Bachelor’s degree preferred
  • 3+ years of supervisory experience in a contact center or customer service environment required
  • Experience supporting government or government-adjacent contact center contracts preferred
Knowledge/Skills:
  • Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
  • Strong understanding of contact center KPIs and performance management.
  • Familiar with workforce management, quality assurance, or timekeeping systems
  • Proven coaching and employee development skills with a remote and/or onsite workforce
  • Excellent verbal and written communication skills; ability to manage sensitive situations effectively
  • Strong organizational and documentation skills
  • Proficient in Microsoft Office Suite and collaboration tools
Additional Requirements:
  • Must be at least 18 years old
  • Must be a US citizen
  • Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position
  • Ability to sit, stand, and walk the contact center floor for extended periods
  • Flexibility to work evening and/or weekend hours, as necessary
  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift 25 pounds at a time
Are you ready to join us in a welcoming team environment that values your contributions and helps you make a real difference in people’s lives? Start your career with Fortuity today!
What differentiates Fortuity and makes us an employer of choice?
Total Rewards:
  • Competitive base pay
  • Paid Time Off and 6 Paid Holidays per year
  • Company Paid Life Insurance and STD/LTD
  • Medical, Dental, Vision and 401K
  • OnDemand Pay
Additional On-Site Offerings:
  • Fresh market vending
  • On-Site fitness center
  • Clean, climate-controlled environment
…And more!
Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

Apply