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Quality Call Monitoring Jobs (NOW HIRING)

MILWAUKEE TOOL

Quality Assessor

Brookfield, WI

Experience in quality assurance, auditing, call monitoring, or customer service evaluation preferred * Ability to deal with confidential material * Ability to create reports in analytical tools like ...

Milwaukee Tool

Quality Assessor

Brookfield, WI

Experience in quality assurance, auditing, call monitoring, or customer service evaluation preferred * Ability to deal with confidential material * Abilityto createreports in analytical tools like ...

MD2 Concierge Medicine

This role provides structured call monitoring, quality assurance, and performance coaching across all inbound and outbound Client Relations interactions. The Lead will regularly review recorded calls ...

Maximus

QC/QA Admin II (FEMA, Remote, Temporary)

VA · On-site +1

This Quality Assurance Analyst position will be responsible for providing call monitoring and call performance feedback to the QA Supervisor with the goal of meeting program objectives and customer ...

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How much do quality call monitoring jobs pay per hour?

As of May 30, 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 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 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 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 May 2026, with employment types broken down into 1% As Needed, 92% Full Time, 5% Part Time, and 2% Contract. Highlights an 89% Physical, 7% Hybrid, and 4% Remote job distribution, with an average salary of $42,417 per year, or $20.4 per hour.

Quality Assessor

MILWAUKEE TOOL

Brookfield, WI

Full-time

Posted 5 days ago

Job description

Job Description:
Come be DISRUPTIVE with us! At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization that's why we invest in an individual's growth and development from day one.
The Commercial Quality assessor plays a supporting role in call center operations by auditing and evaluating email and phone interactions to ensure compliance with Milwaukee Tool standards. This position is a self-directed, high-functioning member of the Technical Service Team, focused on maintaining quality, driving process improvements, and enhancing the overall customer experience
Duties and Responsibilities
  • Conduct systematic sampling, audits and assessments of call center interactions (phone and email) to ensure adherence to company standards and compliance requirements.

  • Assist in assessing agent performance in alignment with established quality benchmarks and organizational policies

  • Support clear, constructive feedback to team leaders and agents to drive performance improvement and increased customer satisfaction

  • Prepare and contribute to monthly quality assurance reports for leadership, highlight trends, and actionable insights.

  • Research and recommend industry best practices to enhance call center quality and customer experience.

  • Support collection and analysis of "Voice of Customer" data to identify improvement opportunities.

  • Collaborate with cross-functional teams to resolve quality-related issues and maintain consistent commercial quality standards

Education and Experience Requirements
  • High school diploma or equivalent education

  • Experience in quality assurance, auditing, call monitoring, or customer service evaluation preferred

  • Ability to deal with confidential material

  • Ability to create reports in analytical tools like (Power BI, Excel)

  • Excellent verbal and written communication, organizational, and interpersonal skills

Milwaukee Tool is an equal opportunity employer.

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