Anaheim, CA · On-site
$23 - $25/hr
Collaborate with QA/Compliance Teams to identify any process improvements, policy updates. * Maintain accurate records of monitoring activities, including call summaries, notes, escalations. * Stay ...
Anaheim, CA · On-site
$23 - $25/hr
Collaborate with QA/Compliance Teams to identify any process improvements, policy updates. * Maintain accurate records of monitoring activities, including call summaries, notes, escalations. * Stay ...
Continually monitors the teams call center metrics, quality assurance scores and productivity reports * Assist the Customer Service Manager with performance reports, QA review sessions and re ...
Continually monitors the teams call center metrics, quality assurance scores and productivity reports * Assist the Customer Service Manager with performance reports, QA review sessions and re ...
Continually monitors the teams call center metrics, quality assurance scores and productivity reports * Assist the Customer Service Manager with performance reports, QA review sessions and re ...
Quick apply
Continually monitors the teams call center metrics, quality assurance scores and productivity reports * Assist the Customer Service Manager with performance reports, QA review sessions and re ...
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 ...
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 ...
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 ...
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 ...
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.
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.
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 ...
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 ...
... 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 ...
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 ...
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 ...
The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
... 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 ...
Candidates whose experience is primarily limited to call monitoring, quality scorecards, and agent coaching. * Software QA Engineers without operational quality leadership experience.
Quick apply
Candidates whose experience is primarily limited to call monitoring, quality scorecards, and agent coaching. * Software QA Engineers without operational quality leadership experience.
Phoenix, AZ · On-site
Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service ...
Phoenix, AZ · On-site
Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service ...
Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...
Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...
Concord, NC · Remote
Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...
Concord, NC · Remote
Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...
Phoenix, AZ · On-site
Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service ...
Phoenix, AZ · On-site
Conducts quality call monitoring, Member Care Center training, problem solving, administrative reports and monitoring workflow. Assists with, education and development, scheduling, and member service ...
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 ...
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 ...
$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
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.
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.
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.
Cities with the most Quality Call Monitoring job openings:
The most popular types of Quality Call Monitoring jobs are:
States with the most job openings for Quality Call Monitoring jobs include:
The top searched job categories for Quality Call Monitoring jobs are:
Anaheim, CA • On-site
$23 - $25/hr
Other
Medical, Dental, Vision, Life, Retirement, PTO
Posted 9 days ago
Lobel Financial is seeking a detail-oriented Collections Call Monitoring Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in collections, customer service, call centers, or loan servicing who can succeed in a fast-paced, performance-focused environment.
The Collections Call Monitoring Specialist monitors and evaluates collector interactions with customers and third parties through live and recorded call reviews. This role helps ensure adherence to applicable legal, regulatory, and internal policy requirements while assessing the effectiveness of collection techniques. The specialist assigns performance ratings, documents findings, communicates results to management, and contributes to projects that improve departmental efficiency, workflows, and overall performance.
Key responsibilities include:
Qualifications include:
Pay & Benefits:
Lobel Financial is an Equal Opportunity Employer.
Sourced by ZipRecruiter
Finance and insurance
501 - 1,000 Employees
Anaheim, CA, US
1978
