Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Call Quality Control Analyst II * Call Quality Control Analyst III Principal Duties * Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and ...
Call Quality Control Analyst II * Call Quality Control Analyst III Principal Duties * Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and ...
Call Quality Control Analyst II * Call Quality Control Analyst III Principal Duties * Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and ...
Call Quality Control Analyst II * Call Quality Control Analyst III Principal Duties * Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and ...
Call Monitoring Quality Analyst - Healthcare / Specialty Pharmacy Who We Are OptiMed Health Partners optimizes health outcomes and quality of life through personalized and coordinated care. We have ...
Quick apply
Call Monitoring Quality Analyst - Healthcare / Specialty Pharmacy Who We Are OptiMed Health Partners optimizes health outcomes and quality of life through personalized and coordinated care. We have ...
... - 1. Call Monitoring Evaluates English communication skills of agents Provides feedback and ... Prior Quality Assurance experience is preferred
New
... - 1. Call Monitoring Evaluates English communication skills of agents Provides feedback and ... Prior Quality Assurance experience is preferred
New
... Monitoring Evaluates English communication skills of agents Provides feedback and coaching for ... At least one year experience in Call Center operations * Prior Quality Assurance experience is ...
... Monitoring Evaluates English communication skills of agents Provides feedback and coaching for ... At least one year experience in Call Center operations * Prior Quality Assurance experience is ...
... Call Monitoring • Evaluates English communication skills of agents • Provides feedback and ... Prior Quality Assurance experience is preferred
New
... Call Monitoring • Evaluates English communication skills of agents • Provides feedback and ... Prior Quality Assurance experience is preferred
New
Continually monitors the teams call center metrics, quality scores and productivity reports. * Handle escalated customer concerns and complaints. * Assist customers with problems and questions ...
Quick apply
Continually monitors the teams call center metrics, quality scores and productivity reports. * Handle escalated customer concerns and complaints. * Assist customers with problems and questions ...
Quality Assurance Monitor
Buffalo, NY · On-site
$24/hr
Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team. * Engage in calibration sessions to maintain consistency in vendor evaluations.
Quality Assurance Monitor
Buffalo, NY · On-site
$24/hr
Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team. * Engage in calibration sessions to maintain consistency in vendor evaluations.
Quality Assurance Monitor
Buffalo, NY · Hybrid
Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team. * Engage in calibration sessions to maintain consistency in vendor evaluations.
Quality Assurance Monitor
Buffalo, NY · Hybrid
Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team. * Engage in calibration sessions to maintain consistency in vendor evaluations.
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
Call Center Shift Supervisor
Olathe, KS · On-site
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
Call Center Shift Supervisor
Olathe, KS · On-site
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
Call Center Shift Supervisor
Liberty, MO · On-site
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
Call Center Shift Supervisor
Liberty, MO · On-site
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
... call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff ...
Quality Call Monitoring information
See salary details
$12.26 - $14.07
4% of jobs
$14.07 - $15.89
19% of jobs
$16.06 is the 25th percentile. Wages below this are outliers.
$15.89 - $17.70
17% of jobs
The median wage is $18.72 / hr.
$17.70 - $19.51
17% of jobs
$19.51 - $21.33
12% of jobs
$22.33 is the 75th percentile. Wages above this are outliers.
$21.33 - $23.14
11% of jobs
$23.14 - $24.96
7% of jobs
$24.96 - $26.77
5% of jobs
$26.77 - $28.58
3% of jobs
$28.58 - $30.40
3% of jobs
$30.40 - $32.21
1% of jobs
$12
$20
$32
How much do quality call monitoring jobs pay per hour?
As of May 30, 2026, the average hourly pay for 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 a Quality Call Monitoring job?
A Quality Call Monitoring job involves evaluating customer service calls to ensure they meet company standards and compliance requirements. Analysts listen to recorded or live calls, assess agent performance, and provide feedback for improvement. They focus on factors like communication skills, adherence to scripts, resolution effectiveness, and customer satisfaction. The goal is to enhance service quality, improve training, and ensure a consistent customer experience.
What are the key skills and qualifications needed to thrive in the Quality Call Monitoring position, and why are they important?
To excel in Quality Call Monitoring, you need a solid understanding of customer service principles, strong analytical abilities, and experience with quality assurance methodologies. Familiarity with call recording software, customer relationship management (CRM) systems, and quality monitoring tools is typically required. Exceptional attention to detail, active listening, and effective communication skills are vital for providing precise feedback and fostering improvements. These competencies are essential to ensure high standards of customer interactions and to support continual service excellence within the organization.
What are the common day-to-day responsibilities of someone in a Quality Call Monitoring role?
As a Quality Call Monitor, your typical day involves reviewing and evaluating recorded calls to ensure compliance with company policies and quality standards. You’ll document your observations, provide constructive feedback to customer service representatives, and work closely with team leaders to highlight areas for improvement. Occasionally, you'll participate in calibration sessions to ensure consistency in assessments and may assist in developing training materials based on identified trends. This role often involves collaborating across departments to promote a culture of continuous enhancement in customer experience.
More about Quality Call Monitoring jobs
- What are the common day to day responsibilities of someone in a Quality Call Monitoring role?
- What are the key skills and qualifications needed to thrive in the Quality Call Monitoring position and why are they important?
- What is a Quality Call Monitoring job?
- The 10 Top Types Of Quality Call Monitoring Jobs
What cities are hiring for Quality Call Monitoring jobs? Cities with the most 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 Quality Call Monitoring jobs? States with the most job openings for Quality Call Monitoring jobs include:
What job categories do people searching Quality Call Monitoring jobs look for? The top searched job categories for Quality Call Monitoring jobs are:
Job description
Job Description
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer interactions. This role partners closely with business leaders, operations, compliance, and training teams to drive quality outcomes, strengthen controls, and enable effective coaching through actionable insights. The ideal candidate brings strong people leadership, attention to detail, collaboration, and sound risk acumen in a regulated environment.
Primary responsibilities include
People & Program Management
Call Monitoring & Quality Oversight
Business Partnership
Risk & Control Mindset
Reporting & Continuous Improvement
Key Skills & Competencies
Qualifications, Education, Certifications and/or Other Professional Credentials
Hours & Work Schedule
#LI-citizens4
About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer interactions. This role partners closely with business leaders, operations, compliance, and training teams to drive quality outcomes, strengthen controls, and enable effective coaching through actionable insights. The ideal candidate brings strong people leadership, attention to detail, collaboration, and sound risk acumen in a regulated environment.
Primary responsibilities include
People & Program Management
- Lead, coach, and develop a team of call monitoring professionals, setting clear expectations and ensuring consistent execution of monitoring standards.
- Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels.
- Foster a culture of accountability, continuous improvement, and quality excellence.
Call Monitoring & Quality Oversight
- Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards.
- Ensure calibration activities are completed regularly to maintain alignment across evaluators and business partners.
- Review trends, themes, and outliers to identify areas of risk, process gaps, and coaching opportunities
Business Partnership
- Serve as a trusted partner to operations, training, and business line leaders by translating call monitoring results into clear, actionable insights.
- Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving business needs and regulatory expectations.
- Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and well-documented
Risk & Control Mindset
- Apply strong risk acumen to identify potential compliance, operational, or customer-impact risks through call monitoring results.
- Support audits, exams, and reviews by ensuring documentation, evidence, and processes are complete, accurate, and well-governed.
- Escalate material issues and emerging risks appropriately, partnering with stakeholders to drive resolution
Reporting & Continuous Improvement
- Oversee the preparation and delivery of recurring quality and trend reporting for leadership and business partners.
- Identify opportunities to streamline processes, enhance reporting, and improve the effectiveness of the call monitoring program.
- Contribute to procedure reviews, updates, and change control activities as the program evolves.
Key Skills & Competencies
- Management Fundamentals: Proven ability to lead teams, manage performance, and develop talent.
- Business Partnership: Strong relationship-building skills with the ability to influence without authority.
- Attention to Detail: High level of accuracy and consistency in quality reviews, documentation, and reporting.
- Collaboration: Effective cross-functional collaborator who values shared ownership and outcomes.
- Risk Acumen: Ability to identify, assess, and communicate risk in a regulated or control-focused environment.
- Analytical Thinking: Comfortable interpreting trends, root causes, and data-driven insights.
- Communication: Clear, concise written and verbal communication tailored to diverse audiences
Qualifications, Education, Certifications and/or Other Professional Credentials
- Bachelor's degree or equivalent work experience preferred.
- Experience in call monitoring, quality assurance, operations, compliance, or risk management.
- Prior people leadership or team-lead experience strongly preferred.
- Experience working in a regulated environment is a plus.
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: Monday-Friday 8:00am-5:00pm, 4 days in office
#LI-citizens4
About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.