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Overnight Quality Call Monitoring Jobs (NOW HIRING)

TransCore

Call Center Manager

NJ · On-site

$80K - $99K/yr

Implement and maintain quality assurance standards through call monitoring and feedback * Manage staff schedules and ensure adequate coverage across shifts * Handle escalated customer issues and ...

American First Funding

Be Seen First

Sales Call Monitor & Quality Coach

Southfield, MI · On-site

$24 - $28/hr

... monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage ... The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure ...

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 ...

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 ...

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

As of Aug 8, 2026, the average hourly pay for overnight quality call monitoring in the United States is $31.91, according to ZipRecruiter salary data. Most workers in this role earn between $18.75 and $34.86 per hour, depending on experience, location, and employer.
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Overnight Quality Call Monitoring jobs near you

Supervisor, Customer Relations Quality Assurance

Hawaii Medical Service Association

Honolulu, HI • On-site

Full-time

Posted 10 days ago

Job description

  1. Oversee and manage the quality assurance program for Customer Relations contact center operations. Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience. Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits. Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards.
    Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings. Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies. Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements. Support a culture of continuous learning, accountability, and service excellence.
  2. Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes. Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments. Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer. Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement. Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies. Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
  3. Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives. Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines. Support the evaluation of training effectiveness and recommend enhancements based on QA trends. Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience. Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
  4. Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development. Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations. Facilitate QA calibration sessions to ensure scoring accuracy and consistency. Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
  5. Conduct regular audits of call center operations, quality results, and agent performance trends. Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement. Develop and deliver reports on key performance indicators, including but not limited to:
    • Quality scores
    • Average handle time
    • Call resolution
    • Customer satisfaction metrics
  6. Present insights and recommendations to Customer Relations leadership and cross-functional partners.
  7. Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.

  1. Bachelor's degree or equivalent combination of education and relevant experience.
  2. Three years of experience in a call center, quality assurance, training, or customer service environment.
  3. Prior experience conducting quality evaluations and providing performance-based feedback.
  4. One year of prior leadership experience.
  5. Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
  6. Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
  7. Excellent coaching, mentoring, and feedback skills.
  8. Strong understanding of customer experience principles and service standards.
  9. Ability to collaborate effectively across teams and influence positive change.
  10. Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
  11. Ability to prepare clear, data-driven reports and presentations.
  12. Experience with call monitoring, CRM, workforce management, and reporting tools preferred.

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