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 ...
Quick apply
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 ...
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 ...
Consumer Call Monitoring Manager
$75K - $96K/yr
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Consumer Call Monitoring Manager
$75K - $96K/yr
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Consumer Call Monitoring Manager
$75K - $96K/yr
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Consumer Call Monitoring Manager
$75K - $96K/yr
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 ...
Consumer Call Monitoring Manager
Johnston, RI · On-site
$75K - $96K/yr
Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...
Consumer Call Monitoring Manager
Johnston, RI · On-site
$75K - $96K/yr
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 ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Description The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a ...
Quality Assurance Monitor
Buffalo, NY · Hybrid
$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
$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 · 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.
... 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 Jul 19, 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 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 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 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 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:
Verida rating
5.0
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
About Verida
Sourced by ZipRecruiter