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Quality Call Monitoring Jobs in Indiana (NOW HIRING)

SLM

Associate, Call Center Team Leader

Indianapolis, IN · On-site

... quality, resolution rates, and adherence. * Function as a floor leader, stepping in where needed to ... Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate ...

NiSource

Manager Training & QA

Merrillville, IN · Remote

... quality monitoring tools, reporting platforms, and other contact center technology. * Knowledge of contact center operations and technology, including call drivers, digital contact channels ...

COLLINS MOBILE

Call Center Coordinator-Fishers

Shelbyville, IN · On-site

$17.25 - $22.50/hr

The Call Center Coordinator is a first-line sales manager responsible for driving team performance ... Monitor live and recorded calls to ensure compliance, high quality, and optimal conversion rates.

Novartis

QC Chemist

Indianapolis, IN

$97K - $146K/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.

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Quality Call Monitoring information

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.

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 are the most commonly searched types of Quality Call Monitoring jobs in Indiana?

The most popular types of Quality Call Monitoring jobs in Indiana are:

What are popular job titles related to Quality Call Monitoring jobs in Indiana?

For Quality Call Monitoring jobs in Indiana, the most frequently searched job titles are:

What job categories do people searching Quality Call Monitoring jobs in Indiana look for?

The top searched job categories for Quality Call Monitoring jobs in Indiana are:

Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Indiana as of August 2026, with employment types broken down into 57% Full Time, 29% Part Time, and 14% Nights. Highlights an 86% In-person, and 14% Remote job distribution.

Call Center Supervisor

LCP TRANSPORTATION LLC

Indianapolis, IN • On-site

Full-time

Re-posted 6 days ago

Job description

The Call Center Operations Supervisor is responsible for leading and supporting a team of customer service representatives (CSRs) and team leads to ensure efficient, high-quality service delivery. This role oversees daily operations, monitors performance, provides coaching and development, resolves escalations, and implements strategies to achieve business objectives while maintaining excellent service standards.

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Essential Duties and Responsibilities

Performance & Operations Management

· Monitor daily call center operations to ensure efficiency, quality, and compliance with policies and procedures.

· Track and report key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction, and productivity.

· Ensure the team meets or exceeds performance goals.

· Review and address error emails from other departments, ensuring corrections and proper coaching are completed.

· Make real-time operational adjustments as needed (e.g., reskilling agents, adjusting lunch schedules during peak call times).

· Support continuous improvement initiatives to optimize performance and maintain service excellence.

· Oversee attendance tracking, overtime management, and payroll processing for the call center.

· Monitor FTE counts and support workforce planning efforts.

Customer Experience & Escalations

· Address escalated member issues or complaints promptly, ensuring timely resolution and satisfaction.

· Complete monthly member surveys for each line of business. 10 surveys per campaign.

· Provide member impact statements

Supervisor Calls

· Any time a caller requests to speak with a supervisor, a supervisor must immediately take the call or ensure a callback is made within one hour of the request.

· Document all supervisor callbacks accurately, including resolution details and any necessary follow-up actions.

· Maintain professionalism, empathy, and adherence to company policy during all supervisor-level interactions.

People Management & Coaching

· Conduct regular one-on-one meetings with agents to build rapport, discuss goals, and provide feedback.

· Support and collaborate with team leads to ensure consistent communication, performance management, and accountability.

· Participate in recruiting, interviewing, and onboarding new CSRs.

· Partner with HR to review resumes, conduct pre-screens, and schedule interviews.

· Support retention efforts and employee engagement initiatives.

Reporting & Analytics

· Prepare and present operational and performance reports to senior leadership.

· Analyze trends to identify opportunities for process improvements and training needs.

Minimum Qualifications
  • High school diploma or GED required; associate's degree in Business, Healthcare Administration, or a related field preferred.
  • Minimum of three (3) years of experience in a customer service or call center environment.
  • Minimum of one (1) year of supervisory, team lead, or leadership experience.
  • Experience coaching employees, monitoring performance metrics, and providing performance feedback.
  • Strong understanding of call center operations, customer service principles, and performance management.
  • Experience using call center software, Microsoft Office Suite (Word, Excel, Outlook), and workforce management or scheduling systems.
  • Ability to analyze reports, identify trends, and implement process improvements.
  • Strong written and verbal communication skills with the ability to professionally handle escalated customer concerns.
  • Demonstrated organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
  • Must be able to successfully pass all required background screenings.

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