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Quality Call Monitoring Jobs in Virginia (NOW HIRING)

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$70K - $100K/yr

Monitor customer interactions and quality scores to identify coaching opportunities and service ... Monitor call queues, service levels, response times, adherence, occupancy, productivity, and ...

SimpliSafe

Manager, Monitoring

Richmond, VA

Work with the Supervisor team to provide employee QA reviews, as well as personnel development ... Experience managing call center operations * Experience driving performance at with internal ...

Posted today

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA

$100K/yr

Monitor customer interactions and quality scores to identify coaching opportunities and service ... Monitor call queues, service levels, response times, adherence, occupancy, productivity, and ...

SimpliSafe

Manager, Monitoring

Richmond, VA

Work with the Supervisor team to provide employee QA reviews, as well as personnel development ... Experience managing call center operations * Experience driving performance at with internal ...

Posted today

SimpliSafe

Manager, Monitoring

Richmond, VA · On-site

Work with the Supervisor team to provide employee QA reviews, as well as personnel development ... Experience managing call center operations * Experience driving performance at with internal ...

New

HealthWorks

Call Center

Leesburg, VA · On-site

$19/hr

We provide quality medical, dental, and behavioral health care to all ages who might not otherwise ... Monitors patient flow through the clinic-from the waiting room, to the clinical staff and ...

Truist Inc

Client Solutions Specialist I

Richmond, VA · On-site

$45K - $50K/yr

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

Truist

Client Solutions Specialist I

Richmond, VA · On-site

$45K - $50K/yr

... 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 ...

OneZero Solutions

Quality Assurance Specialist Sr.

Herndon, VA · On-site

$84K - $116K/yr

Monitor adherence to quality assurance plans and requirements by monitoring program implementation ... To request an accommodation, please contact us at recruiting@onezerollc.com or call (202) 987-2580.

George's, Inc.

QA TECHNICIAN I - grade 3

Edinburg, VA · On-site

Assure monitoring instruments, i.e., thermometers, etc. are accurately calibrated. * Provide ... or call 479-927-7000 to let us know the nature of your request and your contact information to ...

Georgesinc

QA TECHNICIAN I - grade 3

Edinburg, VA

Assure monitoring instruments, i.e., thermometers, etc. are accurately calibrated. * Provide ... or call 479-927-7000 to let us know the nature of your request and your contact information to ...

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Showing results 21-40

All JobsQuality Call Monitoring JobsQuality Call Monitoring Jobs in Virginia

Quality Call Monitoring information

See Virginia salary details

$12

$20

$31

How much do quality call monitoring jobs pay per hour?

As of Aug 12, 2026, the average hourly pay for quality call monitoring in Virginia is $20.22, according to ZipRecruiter salary data. Most workers in this role earn between $15.96 and $22.88 per hour, depending on experience, location, and employer.

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 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 most commonly searched types of Quality Call Monitoring jobs in Virginia? The most popular types of Quality Call Monitoring jobs in Virginia are:
What are popular job titles related to Quality Call Monitoring jobs in Virginia? For Quality Call Monitoring jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Quality Call Monitoring jobs in Virginia look for? The top searched job categories for Quality Call Monitoring jobs in Virginia are:
Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Virginia as of August 2026, with employment types broken down into 94% Full Time, and 6% Contract. Highlights an 90% In-person, and 10% Remote job distribution, with an average salary of $42,053 per year, or $20.2 per hour.

Call Center Manager (On-Site)

F.H. Furr

Manassas, VA • On-site

$70K - $100K/yr

Full-time

Posted 28 days ago

F.H. Furr rating

6.6

Company rating: 6.6 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

198th of 278 rated repair and maintenance companies

Job description

Overview
Call Center Manager (Onsite - Manassas, VA)
Position Summary
F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents at our headquarters in Manassas, Virginia. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.
Key Responsibilities
Team Leadership & Performance Management
  • Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
  • Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
  • Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
  • Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
  • Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.
Customer Experience & Escalation Management
  • Manage escalated customer concerns and ensure timely, professional resolution.
  • Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
  • Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
  • Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
  • Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
  • Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
  • Assign and maintain agent skill groups and routing configurations.
  • Generate and analyze daily, weekly, and monthly operational reports.
  • Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
  • Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
  • Support coordination between the contact center and field teams to ensure seamless customer experiences.
  • Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
  • Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
  • Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
  • Maintain accurate documentation related to coaching, performance management, and employee development.
  • Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
  • Previous management or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
  • Strong coaching, communication, and employee development skills.
  • Experience managing KPIs, service levels, conversion metrics, and quality performance.
  • Ability to analyze operational data and drive continuous improvement.
  • Strong problem-solving and escalation management capabilities.
  • Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
  • Ability to thrive in a fast-paced, high-volume service organization.
  • HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.
Success Measures
  • Service Level Achievement
  • Appointment Booking & Conversion Rates
  • Customer Satisfaction (CSAT)
  • Quality Assurance Scores
  • Membership Performance & Retention
  • Agent Productivity, Utilization & Adherence
  • Attendance, Engagement & Retention
  • Escalation Resolution Effectiveness
  • Coaching & Employee Development Outcomes
  • Payroll Accuracy & Operational Compliance
Work Location
Onsite - Manassas, VA (F.H. Furr Headquarters)
Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.
F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.
Posted Min Pay Rate
USD $70,000.00/Yr.
Posted Max Pay Rate
USD $100,000.00/Yr.

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