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Quality Call Monitoring Jobs in Arizona (NOW HIRING)

MedImpact

Manager, Quality & Customer Experience

Tempe, AZ · On-site

$110K - $138K/yr

Monitor trends related to call drivers, call quality, and IVR call containment. Identify opportunities to reduce customer friction, improve first-contact resolution, and enhance overall experience.

Truist Inc

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.50 - $22/hr

... quality expectations. * Work accounts thoroughly according to established procedures (including ... Achieve acceptable call monitoring scores in each call category. * Communicate regularly with the ...

Truist

RAC Client Solutions specialist

Tempe, AZ

$16.25 - $21.50/hr

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Truist

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.25 - $21.50/hr

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Truist

RAC Client Solutions specialist

Tempe, AZ · On-site

$16.25 - $21.50/hr

... and quality expectations. 5. Work accounts thoroughly according to established procedures ... call monitoring scores in each call category. 9. Communicate regularly with the Client Default ...

Monogram Health

Quality Assurance Manager

Tempe, AZ · On-site

Monitor and analyze quality, productivity, and patient experience metrics to identify performance ... Call Center operations, Patient Experience, or related field in a healthcare environment.

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Quality Call Monitoring information

See Arizona salary details

$11

$19

$30

How much do quality call monitoring jobs pay per hour?

As of Jun 29, 2026, the average hourly pay for quality call monitoring in Arizona is $19.00, according to ZipRecruiter salary data. Most workers in this role earn between $15.00 and $21.49 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.

What are the most commonly searched types of Quality Call Monitoring jobs in Arizona? The most popular types of Quality Call Monitoring jobs in Arizona are:
What are popular job titles related to Quality Call Monitoring jobs in Arizona? For Quality Call Monitoring jobs in Arizona, the most frequently searched job titles are:
What job categories do people searching Quality Call Monitoring jobs in Arizona look for? The top searched job categories for Quality Call Monitoring jobs in Arizona are:
What cities in Arizona are hiring for Quality Call Monitoring jobs? Cities in Arizona with the most Quality Call Monitoring job openings:
Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Arizona 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 $39,528 per year, or $19 per hour.
Customer Service Call Center Manager

Customer Service Call Center Manager

Global Lending Services

Tempe, AZ • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Global Lending Services rating

7.5

Company rating: 7.5 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Why GLS?

Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one's family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That's what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. 

People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. 

Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!
o   Competitive base pay and performance bonuses, dependent on role
o   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
o   401K with employer match and 100% immediate vesting
o   Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
o   Paid Volunteer Time Off (VTO) Annually
o   Tuition Reimbursement
o   Parental Leave
o   Business casual work environment

What does it mean to be a Call Center Team Manager with GLS?
The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to minimize delinquency and reduce losses. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance to policies.
How will you drive value within the organization as a Call Center Team Manager?
  • Oversee an assigned segment of collections activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement
  • Directly supervise employees, including:
  • Exercise management authority concerning staffing, performance evaluations, and terminations
  • Review and approve employee time sheets and requests for time off
  • Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis
  • Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations
  • Review, analyze, and interpret reports to gauge team performance and develop collections call strategies for improvement
  • Conduct team meetings and continuous training sessions with respective team or the department
  • Support the development and maintenance of departmental operating procedures, including ensuring compliance with regulatory agencies, and communicate changes to team members as needed
  • Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies
  • Handle escalated calls and disputes and maintain professional phone etiquette skills
  • Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management
  • Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
  • Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
What should you already know to be successful in the role?
  • Minimum of Bachelor's degree required
  • Minimum of three (3) years' experience in a supervisory or leadership position in loss prevention or a related field preferred
  • Experience with consumer lending/auto financing preferred
  • Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
  • Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
  • Excellent oral and written communication skills
  • Team player that can adapt in a fast pace and changing environment
Employment Requirements:
  • This is an exempt-level position whereby business needs will dictate the exact work schedule, which should be expected to vary at times. Generally, the days and hours of work are Monday through Saturday, 8:00am-8:00pm. A typical schedule includes one shift per week until 8pm and every fourth Saturday until 12pm
  • Talk and hear to exchange accurate information
  • Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
  • The position does not require travel
2023 California Applicant Privacy Notice
GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees
Please visit www.glsauto.com for information about our great company and other amazing opportunities

 
Applicants have rights under Federal Employment Laws
Family and Medical Leave Act (FMLA) 
Equal Employment Opportunity (EEO) 
Employee Polygraph Protection Act (EPPA) 
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