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Quality Call Monitoring Jobs in California (NOW HIRING)

Optima Tax Relief

Manager, Client Services

Santa Ana, CA · On-site

$70K - $80K/yr

Monitor and manage core performance metrics including productivity, call handling efficiency, service levels, and quality scores. * Identify trends, gaps, and performance risks; implement corrective ...

Vitu, Inc.

Client Service Quality Analyst I

Sacramento, CA · On-site

$22 - $24/hr

Client Service Quality Analyst I (Onsite - Sacramento, CA) As the leading innovator in Vehicle-to ... Performs call monitoring and recording and/or review of client processes. * May engage directly ...

vitu

Client Service Quality Analyst I

Sacramento, CA

$22 - $24/hr

Client Service Quality Analyst I (Onsite - Sacramento, CA) As the leading innovator in Vehicle-to ... Performs call monitoring and recording and/or review of client processes. * May engage directly ...

Pediatric Associates

PCC - FL Team Lead

San Pedro, CA · On-site

PRIMARY FUNCTION Ensures accuracy of information and quality of delivery to our patients by ... Performs call monitoring to measure skills in use of scripts, product knowledge, service ability ...

Intelicare Direct

Call Center Supervisor

San Diego, CA · On-site

Additionally, the Call Center Supervisor will assess and monitor Agents' performance while providing coaching to ensure quality and continuous improvement. The Call Center Supervisor will supervise ...

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Quality Call Monitoring information

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$12

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$31

How much do quality call monitoring jobs pay per hour?

As of Jul 20, 2026, the average hourly pay for quality call monitoring in California is $20.13, according to ZipRecruiter salary data. Most workers in this role earn between $15.91 and $22.79 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 California? The most popular types of Quality Call Monitoring jobs in California are:
What are popular job titles related to Quality Call Monitoring jobs in California? For Quality Call Monitoring jobs in California, the most frequently searched job titles are:
What job categories do people searching Quality Call Monitoring jobs in California look for? The top searched job categories for Quality Call Monitoring jobs in California are:
What cities in California are hiring for Quality Call Monitoring jobs? Cities in California with the most Quality Call Monitoring job openings:
Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in California as of July 2026, with employment types broken down into 100% Full Time. Highlights an 85% In-person, 10% Hybrid, and 5% Remote job distribution, with an average salary of $41,862 per year, or $20.1 per hour.
Quality Assurance Manager

Quality Assurance Manager

North South Consulting Group

Oceanside, CA • On-site

Full-time

Posted 18 days ago

Job description

The Quality Assurance Manager is responsible for overseeing the quality management program for the USMC Wounded Warrior Call Center. This position develops, implements, and monitors quality assurance processes to ensure compliance with the Performance Work Statement (PWS), Performance Requirements Summary (PRS), and all applicable Marine Corps policies. Serving as the Alternate Program Manager, this individual also assumes management responsibilities in the absence of the Program Manager, ensuring uninterrupted operations and contract performance.
Responsibilities
  • Develop, implement, and maintain the Quality Control Plan (QCP).
  • Monitor contract performance against all PRS metrics and performance standards.
  • Conduct call monitoring and quality reviews of customer interactions.
  • Develop quality scorecards, evaluation criteria, and performance reports.
  • Analyze performance trends and recommend corrective actions and process improvements.
  • Conduct internal audits to ensure compliance with contract requirements.
  • Provide coaching and feedback to supervisors and customer care representatives.
  • Track corrective actions through completion.
  • Prepare monthly quality assurance reports for Government review.
  • Ensure compliance with HIPAA, Privacy Act, cybersecurity, and PII requirements.
  • Serve as the Alternate Program Manager when required.
  • Assist with risk management, transition activities, and continuous process improvement initiatives.
  • Support Government Quality Assurance Surveillance Program (QASP) reviews.
Qualifications
  • Bachelor’s degree
  • 3 years or more of QA/QC experience in a call center or customer service environment.
  • Experience developing quality assurance scorecards and monitoring customer interactions.
  • Knowledge of quality management methodologies and continuous improvement processes.
  • Experience conducting performance audits and compliance reviews.
  • Strong leadership and coaching abilities.

Desired Qualifications
  • Experience supporting Department of Defense or healthcare contracts.
  • Lean Six Sigma or other quality improvement certification.
  • Experience preparing executive performance reports and dashboards.

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