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Quality Call Monitoring Jobs in Utah (NOW HIRING)

Andersen

Call Center Team Lead

Salt Lake City, UT · On-site

$20 - $22/hr

Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship ... Conduct team workflow by assigning tasks, supporting staff, and monitoring performance indicators.

SavATree LLC

Arborist Assistant

Ogden, UT

$28 - $30/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 ...

AleraCare

PAR Supervisor

Sandy, UT · On-site

... QA call-monitoring program; maintain a KPI scorecard covering service, productivity, financial recovery, quality, and compliance. • Ensure ongoing team compliance with HIPAA, TCPA, FDCPA, PCI-DSS ...

SavATree

Arborist Assistant

Ogden, UT · On-site

$28 - $30/hr

... 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 your skills, and ...

Mira Home

Customer Loyalty Team Lead

Orem, UT · On-site

$60K - $70K/yr

Conduct regular call monitoring and deliver actionable feedback * Facilitate weekly 1-on-1 coaching ... Recognize and reward performance and growth Customer Experience & Quality * Ensure every ...

Mira Home

Customer Loyalty Team Lead

Orem, UT · On-site

$60K - $70K/yr

Conduct regular call monitoring and deliver actionable feedback * Facilitate weekly 1-on-1 coaching ... Recognize and reward performance and growth Customer Experience & Quality * Ensure every ...

Ametek

Quality Technician

Smithfield, UT · On-site

$15.50 - $21/hr

Implements, monitors, and tracks progress of First Article Samples. * Works with Quality Engineer ... call 1 (866) 263-8359.

Kelso Industries

HVAC Monitoring Technician

Ogden, UT · On-site

Engage in ongoing learning and quality improvement initiatives Basic Qualifications Required ... Background in monitoring centers, help desks, dispatch, or call centers * Familiarity with ...

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All JobsQuality Call Monitoring JobsQuality Call Monitoring Jobs in Utah

Quality Call Monitoring information

See Utah salary details

$11

$18

$29

How much do quality call monitoring jobs pay per hour?

As of Jun 29, 2026, the average hourly pay for quality call monitoring in Utah is $18.56, according to ZipRecruiter salary data. Most workers in this role earn between $14.66 and $21.01 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 popular job titles related to Quality Call Monitoring jobs in Utah? For Quality Call Monitoring jobs in Utah, the most frequently searched job titles are:
What job categories do people searching Quality Call Monitoring jobs in Utah look for? The top searched job categories for Quality Call Monitoring jobs in Utah are:
Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Utah as of June 2026, with employment types broken down into 92% Full Time, 7% Part Time, and 1% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $38,615 per year, or $18.6 per hour.
Call Center Director

Call Center Director

Serenity Mental Health Centers

Lehi, UT

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 15 days ago

Job description

Call Center Director

At Serenity, our mission is to help patients take back their lives by delivering innovative, alternative treatment options for a wide range of mood disorders. Our call center team plays a vital role in fulfilling this mission, serving as the first point of contact and setting the foundation for an exceptional patient experience.

As the Call Center Director, you will lead a rapidly growing team that supports multiple physician practices across the country. You will be responsible for overseeing critical centralized processes, driving operational excellence, collaboration with our sales and marketing lead generation strategies, and ensuring every interaction reflects our people-centric, patient-focused values. This is a meaningful opportunity to make a lasting difference for individuals who need it most.

Responsibilities

  • Provide strategic leadership and daily oversight to Patient Care Coordinator team, ensuring efficient, high-quality operations.
  • The patient coordination team includes phone agents, escalations, back-office functions across multiple sites and states.
  • Proven ability to foster well-balanced sales and patient centric outcomes.
  • Manage full-cycle talent processes, including hiring, training, coaching, development, performance management, and retention.
  • Identify trends, uncover root causes, and recommend solutions to improve team performance, drive engagement, and enhance the patient experience.
  • Leverage data to monitor, evaluate, and improve complex processes and workflows.
  • Establish and exceed key department metrics, performance standards, and operating policies.
  • Streamline service level expectations and ensure team adherence to quality and responsiveness requirements. Experience in WFM (RTA and Forecasting).
  • Build and scale the Customer Care function as the organization continues rapid expansion across the US.
  • Foster a culture of compassion, accountability, and excellence aligned with Serenity's mission and values.

Qualifications

  • 6-10 years of Director level experience leading large teams in a high-growth, sales and service-driven environment; startup or early-stage company experience strongly preferred.
  • Proven experience within a call center or high-volume inbound communications environment across multiple channels (phone, AI, email, chat, social).
  • Strong ability to identify, coach, and measure critical competencies and performance metrics.
  • Genuine passion for supporting individuals struggling with mental health challenges.
  • Demonstrated judgment and decision-making skills, with the ability to prioritize effectively in a fast-paced environment.
  • Alignment with Serenity's mission and ability to translate it into operational priorities.
  • Self-driven, proactive, exceptional attention to detail, and motivated by continuous improvement.
  • Excellent customer service, communication, and problem-solving skills.
  • Comfortable communicating and collaborating with professionals at all levels.
  • Ability to travel as business needs requires, currently averages 1 week per month.

Benefits

  • Competitive pay
  • Medical, dental, and vision insurance (Serenity covers 90% of the premium)
  • Life insurance
  • Flexible Spending Account (FSA)
  • Paid time off, Sick pay, and 401(k)
  • 10 paid major holidays
  • Bi-weekly paid team treats & lunches
  • Onsite fitness center

Who We Are

Serenity Healthcare empowers patients with advanced medical technologies that provide long-term relief-even when traditional treatments have not succeeded. We are deeply committed to delivering the highest-quality patient experience. This commitment starts with our people.

We invest in our employees and foster a culture that is people-centric, collaborative, positive, proactive, and rich with opportunities for both personal and professional growth.

Apply