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Quality Call Monitoring Jobs (NOW HIRING)

Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...

Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

Call Monitoring & Quality Oversight * Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. * Ensure calibration ...

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How much do quality call monitoring jobs pay per hour?

As of Jun 29, 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.

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Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in the United States as of June 2026, with employment types broken down into 94% Full Time, 5% Part Time, and 1% Contract. 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.

Quality Assurance Call Monitoring

Verida Inc

Villa Rica, GA • On-site

Full-time

Posted 5 days ago

Key responsibilities

  • Listen to and evaluate call center agent calls to accurately score script use, policy, procedure, and business standards.

  • Complete daily, weekly, and monthly call monitoring and scoring quotas, including calls of varying lengths.

  • Develop and implement quality monitoring processes and report findings to support training and continuous improvement.

Verida rating

5.0

Company rating: 5.0 out of 10

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


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