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Quality Call Monitoring Jobs in Indiana (NOW HIRING)

SavATree LLC

Administrative Assistant

Carmel, IN

$19 - $23/hr

Participating in call monitoring and coaching sessions for training and quality support This is a fast-paced and highly collaborative role, offering opportunities to build your knowledge, develop ...

Novartis

QC Chemist

Indianapolis, IN

$97.60K - $146.40K/yr

Provide oversight and monitoring of quality control KPIs and programs. * Perform QC related ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

Supervisor, QC Chemistry

Indianapolis, IN

$88K - $132K/yr

... monitoring, sterility * Maintain the laboratory and laboratory procedures/processes in a constant ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

QA Operations Specialist

Indianapolis, IN

$88K - $132K/yr

... monitoring & cleanliness zones EEO Statement: The Novartis Group of Companies are Equal Opportunity ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

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Quality Call Monitoring information

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 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 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 Indiana as of May 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 91% Full Time, 5% Part Time, and 2% Contract. Highlights an 89% Physical, 7% Hybrid, and 4% Remote job distribution.

Call Center Manager

Skilled Nursing Facility in Fort Wayne

Fort Wayne, IN

Full-time

Posted 7 days ago

Job description

We are committed to transforming lives through compassionate, evidence-based behavioral health and addiction services. As we grow, we are seeking dedicated professionals who are ready to elevate care and make a difference every day.

Summary: Lead peer team, review call quality, support peers through burnout prevention.

Job Responsibilities

· Provide strategic and operational leadership for the call center.

· Oversee quality improvement initiatives

· Coordinate with Business Development team to maintain partnerships with treatment providers, state agencies, and recovery community organizations.

· Ensuring integration of peer recovery support best practices to improve engagement and retention

· Provide emotional support and burnout-prevention guidance for peer reps.

· Escalate inquiries that require clinical review to assigned therapist or nurse when appropriate.

· Coordinate training, onboarding, and continuing education as needed. Including, initiating training and supportive services for staff that address topics such as crisis intervention, suicidality, and mandatory reporting.

· Provide daily supervision, coaching, and performance management for representatives, including offering live call support.

· Manage staff scheduling and shift coverage.

· Monitor call center outcomes including call volume, conversion, speed-to-answer, drop offs, etc.

· Conduct call audits and quality assurance reviews.

· Oversee call documentation, data entry accuracy, and reporting tasks.

Benefits

· Competitive salary

· Medical, Dental & Vision plans

· Vacation plan

· Paid Time Off

· Positive work environment

· Regular staff appreciation and recognition

Qualifications

· Certified peer recovery specialist with SUD experience.

· Bachelor or Master’s degree in behavioral health, public administration, or related field, preferred.

· Minimum 5 years of management experience in behavioral health, SUD, recovery support, or call center operations

· Demonstrated supervisory experience preferred.

· Strong organizational, communication, and coaching skills.

· High acumen for maintaining CRM and utilizing data-driven decision-making.

We are an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for all employment; free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preferences, status as a qualified individual with a disability, or status as a protected veteran.

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