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Quality Call Monitoring Jobs (NOW HIRING)

Inizio Engage

Contact Center Patient Access Specialist

$18.50 - $23.50/hr

Conduct quality call monitoring for program team as directed by program leadership * Escalate issues identified by self or project team to appropriate program leadership * Ensure timely processing ...

Sagility

Quality Analyst

Concord, NC · Remote

Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...

Sagility

Quality Analyst

Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. * Completes established ...

Inizio Engage

Patient Access Specialist

$17.75 - $23.50/hr

Conduct quality call monitoring for program team as directed by program leadership * Escalate issues identified by self or project team to appropriate program leadership * Ensure timely processing ...

TransCore

Call Center Manager

Union, NJ

$80K - $99K/yr

Implement and maintain quality assurance standards through call monitoring and feedback * Manage staff schedules and ensure adequate coverage across shifts * Handle escalated customer issues and ...

TransCore

Call Center Manager

Union, NJ

$80K - $99K/yr

Implement and maintain quality assurance standards through call monitoring and feedback * Manage staff schedules and ensure adequate coverage across shifts * Handle escalated customer issues and ...

TransCore

Call Center Manager

NJ · On-site

$80K - $99K/yr

Implement and maintain quality assurance standards through call monitoring and feedback * Manage staff schedules and ensure adequate coverage across shifts * Handle escalated customer issues and ...

American First Funding

Be Seen First

Sales Call Monitor & Quality Coach

Southfield, MI · On-site

$24 - $28/hr

... monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage ... The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure ...

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Quality Call Monitoring information

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How much do quality call monitoring jobs pay per hour?

As of Jul 20, 2026, the average hourly pay for quality call monitoring in the United States is $20.39, according to ZipRecruiter salary data. Most workers in this role earn between $16.11 and $23.08 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.

More about Quality Call Monitoring jobs
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Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in the United States as of July 2026, with employment types broken down into 100% Full Time. Highlights an 81% In-person, 13% Hybrid, and 6% Remote job distribution, with an average salary of $42,417 per year, or $20.4 per hour.
Call Center Supervisor

Call Center Supervisor

Illinois State Credit Union

Bloomington, IL • On-site

$20 - $23/hr

Full-time

Re-posted 9 days ago

Job description

Job Type
Full-time
Description
Illinois State Credit Union
Bloomington-Normal, Illinois
Call Center Supervisor
Reports To: Branch Operations Manager
Position Type: Full-Time
Compensation: $20.00 - $23.00 / hr + commission eligibility
About Us
Illinois State Credit Union (ISCU) is a member-owned financial cooperative serving roughly 18,000 members across five branches in Illinois. We exist to help our members reach their financial goals, and we believe the way we make people feel is the most powerful product we offer. Every team member plays a part in delivering that experience.
About the Role
The Call Center Supervisor leads the day-to-day operation of our call center, the heart of ISCU's virtual branch. You'll manage a team of call center representatives, monitor queue performance and call quality, and step in on escalated calls when a member needs resolution. This is a working supervisor role. You'll take calls alongside your team during peak volume, short staffing, or whenever the need arises, so you stay close to the member experience and lead from the front. Beyond the phones, you'll partner with branch operations to oversee our mobile app and online banking, since those digital channels are part of the same virtual branch your team supports. You'll coach the team toward strong service and referral behavior, keep staffing aligned with call volume, and reinforce our consultative, service-forward culture while holding everyone accountable for both service standards and growth goals.
What You'll Do
  • Oversee daily call center activity and make sure coverage matches call volume and member demand.
  • Monitor service levels, hold times, abandonment rates, and call quality against department standards.
  • Provide real-time and scheduled coaching on accuracy, service, problem-solving, and referral behavior.
  • Resolve escalated member calls and lead service recovery to a clear resolution.
  • Take calls directly during peak volume, staffing gaps, or whenever the need arises to keep service levels strong.
  • Conduct daily huddles, weekly one-on-ones, and performance reviews.
  • Monitor staff call for service quality and document findings for coaching and reporting.
  • Manage staffing schedules, breaks, and schedule adherence to keep the queue covered.
  • Ensure member authentication, fraud prevention, and regulatory compliance on every call.
  • Support the onboarding, training, and ongoing development of call center staff.
  • Partner with branches, lending, and back-office teams to resolve member issues and hand off opportunities.
  • Partner with branch operations to oversee the mobile app and online banking as part of ISCU's virtual branch, supporting members across digital channels.
  • Track and report key metrics, including service level, quality scores, referrals, and other call center indicators.
  • Lead by example in member service, referral generation, and cross-sell.
What You Bring
  • Prior supervision or team-lead experience required (in a call center strongly preferred).
  • Call center experience required.
  • Financial services or credit union experience preferred but not required.
  • A track record of coaching, developing, and holding a team accountable to performance goals.
  • Strong verbal and written communication.
  • Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
  • Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
  • Willingness to take calls directly when the need arises.
  • High school diploma or equivalent required; relevant post-secondary education or certifications a plus.

Requirements
  • Prior supervision or team-lead experience required (in a call center strongly preferred).
  • Call center experience required.
  • Financial services or credit union experience preferred but not required.
  • A track record of coaching, developing, and holding a team accountable to performance goals.
  • Strong verbal and written communication.
  • Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
  • Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
  • Willingness to take calls directly when the need arises.
  • High school diploma or equivalent required; relevant post-secondary education or certifications a plus.

Salary Description
$20-$23 Hour

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