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Quality Call Monitoring Jobs (NOW HIRING)

Peyton Resource Group (PRG)

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Bank Complaint Quality Assurance Analyst

San Antonio, TX · On-site

Overview: - Following test scripts, reviews, - Review calls/call monitoring - Ensure complaints ... experience - Quality or control/risk type experience - Regulations - UDAAP, REG E, BSA/AML is ...

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American First Funding

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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 ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. * Identify areas for ...

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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.

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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.
Quality Assurance Team Lead, Member Services

Quality Assurance Team Lead, Member Services

Navitus Health Solutions, LLC

Brentwood, TN • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

CompanyArchimedesAbout UsArchimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit - alignment, value and transparency - Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. .____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.Pay RangeUSD $0.00 - USD $0.00 /Hr.STAR Bonus % (At Risk Maximum)0.00 - IneligibleWork Schedule Description (e.g. M-F 8am to 5pm)M-F 8AM to 5PM - Hybrid-3 Days in Office Overview

We are seeking a skilled Call Center Analyst Team Lead responsible for evaluating the performance of customer service representatives by monitoring inbound and outbound calls, or other interactions. The primary goal is to ensure adherence to company policies, quality standards, and best practices to improve customer satisfaction, agent performance, and overall service efficiency.

Responsibilities

The essential functions include, but are not limited to the following:

  • Call Monitoring and Evaluation of live or recorded customer interactions, including phone calls, emails, and chats.
  • Evaluate agent performance based on predefined quality criteria, such as adherence to scripts, communication skills, product knowledge, problem-solving, and customer service etiquette.
  • Ensure compliance with company policies, processes, and any legal or regulatory requirements.
  • Feedback and Coaching with emphasis on providing detailed, constructive feedback to agents on their performance.
  • Work with team leads and supervisors to deliver coaching sessions aimed at improving individual and team performance.
  • Document findings and suggestions for improvement in a structured format.
  • Reporting and Analysis focusing on compiling and maintaining reports on key performance indicators (KPIs) such as customer satisfaction scores, call quality scores, first call resolution (FCR), and agent compliance.
  • Analyze trends in customer interactions to identify recurring issues, agent training needs, and process improvement opportunities.
  • Provide insights and recommendations to management to enhance the overall customer experience.
  • Collaboration and Calibration with a key focus on participating in calibration sessions with team leaders, supervisors, and other quality analysts to ensure consistency and alignment in evaluation standards.
  • Work closely with training and operations teams to implement action plans for improving agent performance and customer satisfaction.
  • Assist in the development of evaluation forms, scorecards, and quality guidelines for call monitoring.
  • Process Improvement efforts to Identify opportunities for process improvements to enhance call center efficiency and service quality.
  • Contribute to the development of policies, procedures, and training programs aimed at improving agent performance.
  • Provide insights on trends related to customer inquiries, complaints, and satisfaction, working towards improving customer experience.
  • Implement systems for monitoring and evaluating incoming and outgoing files. Use quality monitoring tools and software to track the quality of files.
  • Compliance and Standardization. Ensure that all customer interactions comply with company standards, legal regulations (e.g., data privacy laws), and industry best practices.
  • Stay updated on relevant industry standards and regulatory changes that may affect quality monitoring practices.
  • Promote a culture of quality and excellence within the call center. Encourage teamwork, professionalism, and a customer-centric approach among all team members.
  • Identify opportunities to streamline processes, reduce errors, and improve efficiency via beta testing and UAT.
Qualifications
  • High School Diploma (or GED or High School Equivalence Certificate) Required
  • Associate degree or higher Required
  • 1+Years of Call Center Experience-Preferred
  • Prior experience with Genesys or other Telephony Software-Preferred
  • Knowledge of Microsoft Office with emphasis on excel-Required
Location : Address5250 Virginia Way Ste 300Location : CityBrentwoodLocation : State/ProvinceTNLocation : Postal Code37027Location : CountryUSEmployment Type: FULL_TIME

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