ZipRecruiter

Log In

1

Quality Call Monitoring Jobs (NOW HIRING)

Citizens

Consumer Call Monitoring Manager

Johnston, RI

$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 ...

Citizens

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 ...

Citizens

Consumer Call Monitoring Manager

Johnston, RI

$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 ...

Antech Diagnostics

Call Quality Analyst

Loveland, CO · On-site

$60K - $75K/yr

Review existing call monitoring processes and migrate forms to the call recording platform * Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the ...

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Call Monitoring and Quality Programs - Facilitate call monitoring and call calibration processes * Identify issues to focus root cause analysis and continuous improvement efforts * Facilitate vendor ...

next page

Showing results 1-20

All JobsQuality Call Monitoring Jobs

Quality Call Monitoring information

See salary details

$12

$20

$32

How much do quality call monitoring jobs pay per hour?

As of Aug 8, 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 quality call monitoring, 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 quality call monitoring?

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:
Quality Call Monitoring jobs near you
Infographic showing various 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 Monitoring Specialist

Zwicker & Associates, P.C.

Hebron, KY • On-site

$19 - $20/hr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 4 days ago

Zwicker & Associates rating

4.6

Company rating: 4.6 out of 10

Based on 11 frontline employees who took The Breakroom Quiz

34th of 34 rated law firms

Job description

Description:

The most prestigious lending institutions trust Zwicker & Associates, P.C. to protect their legal interests nationwide. Zwicker & Associates P.C. is a national creditor rights law firm that emphasizes ethics, compliance, and assertive representation of our clients’ interests, making us the industry leader in debt collection. Founded in 1991, Zwicker represents lenders in various consumer and commercial recovery efforts and litigation. Zwicker is headquartered in Andover, Massachusetts, and has office locations across the United States.


Zwicker is presently seeking a Call Monitoring Specialist to join our team. A Call Monitoring Specialist plays a crucial role in maintaining quality and consistency in customer service interactions. Their main job is to listen to and evaluate recorded or live calls between customer service agents and clients to ensure that standards are being met. It’s a role that blends analytical thinking with a deep understanding of human interaction.


The base hourly rate for this position is $19.00-$20.00.


Responsibilities include

  • Review live and recorded calls and evaluate the call based on predetermined criteria
  • Complete audit summary reports as directed
  • Provide feedback to operations as requested
  • Conduct Clean Desk and other audits as needed
  • Assist in the audit & review of employee training materials
  • Other duties as assigned


Requirements:
  • Two years’ experience in debt collections
  • Prior call monitoring or compliance experience preferred
  • Knowledge of the FDCPA
  • Strong listening skills
  • Strong computer skills and proficiency in Microsoft Excel, Word, and Outlook
  • Excellent communication skills both verbal and written - constant communication with major financial institutions, law firms, and management.
  • Ability to work independently
  • Strong organizational skills, ability to manage multiple priorities
  • A demonstrated commitment to high professional ethical standards and a diverse workplace
  • Excels at operating in a fast-paced, community environment
  • Ability to maintain confidentiality and discretion
  • Be able to communicate in a common language with (or to) individuals or groups verbally and/or in writing
  • Be able to operate a computer, phone, or equivalent device
  • Be able to complete a minimum of a 40-hour flexible workweek schedule
  • Be able to read and comprehend position-specific documents and correspondence


Physical Qualifications

  • Be able to lift five pounds or greater
  • Be able to sit 90% of the workday at times
  • Be able to bend at the waist and be mobile when needed
  • Be able to concentrate and use critical thinking


Please note that this job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee in this position. Duties, responsibilities, and activities are subject to change at any time, with or without notice.

Zwicker & Associates, P.C. is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. If you wish to seek an accommodation regarding the requirements of this position, please inform Human Resources Management. This is a full-time, full-benefit position. The benefit package includes medical, vision, and dental insurance, long-term disability insurance, life insurance, compensated time off, paid holidays, and 401 (K) with match: no phone calls, no agencies, EOE, drug-free workplace.

Please review our Applicant Privacy Notice:

http://www.zwickerpc.com/job-applicant-privacy-notice/


Each posted position will be active for at least five (5) business days, during which time all qualified and eligible employees can apply.

What Zwicker & Associates employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom