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Freelance Quality Call Monitoring Jobs (NOW HIRING)

Gene Johnson

Call Center Manager

Woodinville, WA · On-site

$85K - $115K/yr

Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates. * Conduct regular coaching sessions, performance reviews, and ...

Gene Johnson

Call Center Manager

Woodinville, WA

$85K - $115K/yr

Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates. * Conduct regular coaching sessions, performance reviews, and ...

New

Gene Johnson

Call Center Manager

Woodinville, WA

$85K - $115K/yr

Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates. * Conduct regular coaching sessions, performance reviews, and ...

New

Prism Vision Group

Call Center Supervisor

Spokane, WA · On-site

$30 - $53/hr

Perform call monitoring and quality reviews to ensure adherence to established service standards. * Address routine employee performance concerns and escalate significant or recurring issues as ...

OneAZ Credit Union

Member Care Center Team Lead

Phoenix, AZ · On-site

$12.75 - $16.50/hr

Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service ...

New

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. * Identify areas for ...

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Freelance Quality Call Monitoring information

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

As of Aug 7, 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 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.
More about Freelance Quality Call Monitoring jobs
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 August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 14% Part Time, 4% Contract, and 1% Nights. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $42,417 per year, or $20.4 per hour.

Call Center Manager

Gene Johnson

Woodinville, WA • On-site

$85K - $115K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Job description

Overview
Gene Johnson has been serving homeowners throughout the Greater Seattle area for decades with trusted plumbing, HVAC, and electrical services.
We're looking for an experienced Call Center Manager who is passionate about developing people, improving processes, and delivering an outstanding customer experience. This role will oversee the daily operations of our Customer Service Representatives and Dispatch team while driving performance, efficiency, and service excellence in a fast-paced home services environment.
What You'll Do
  • Lead, coach, and develop a high-performing team of Customer Service Representatives and Dispatchers.
  • Manage daily call center operations, scheduling, staffing, and workflow.
  • Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates.
  • Conduct regular coaching sessions, performance reviews, and ongoing training.
  • Partner with Dispatch, Sales Manager, Trade Managers and field leadership to maximize technician schedules and revenue opportunities.
  • Oversee quality assurance through call monitoring and feedback.
  • Resolve escalated customer concerns with professionalism and urgency.
  • Develop and improve processes that enhance efficiency and the customer experience.
  • Prepare operational reports and provide recommendations to senior leadership.
  • Ensure consistent use of ServiceTitan, phone systems, and CRM tools while maintaining accurate reporting.

What We're Looking For
  • 5+ years of call center, customer service, or operations leadership experience.
  • 3+ years managing customer service or dispatch teams.
  • Experience within HVAC, plumbing, electrical, or other residential home services preferred.
  • Strong leadership, coaching, and employee development skills.
  • Proven ability to improve KPIs and drive operational performance.
  • Experience with ServiceTitan and Five9 or similar service management software preferred.
  • Excellent communication, organizational, and problem-solving skills.
  • Comfortable working in a fast-paced, metrics-driven environment.
  • Proficient with Microsoft Office and reporting tools

What We Offer
Competitive salary of $85,000-$115,000 annually plus bonus
Performance-based bonus opportunity
Medical, Dental & Vision Insurance
401(k) with Company Match
Paid Time Off & Paid Holidays
Ongoing leadership development and training
Why Gene Johnson?
At Gene Johnson, our people make the difference. We believe in investing in our employees, providing opportunities for advancement, and creating an environment where teamwork, integrity, and exceptional customer service are valued every day. If you're a proven leader ready to build high-performing teams and make an impact, we'd love to meet you.
Gene Johnson is an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.

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