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Remote Call Reviewer Jobs in Boston, MA (NOW HIRING)

Endless Energy

CSR (Call Center) Manager

Marlborough, MA · Remote

$16 - $20.75/hr

Review employee timecards and manage commission tracking for direct reports. * Develop future ... Experience leading both in-office and remote employees. * Strong Microsoft Office and Google ...

New

Maximus

Clinical Operations Coordinator - (Remote)

MA · On-site +1

... Review information keyed into the system to verify the accuracy of data. - Monitor data/image ... a call center environment or in an administrative role - Proficiency in Microsoft Office ...

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Remote Call Reviewer information

See Boston, MA salary details

$11

$32

$52

How much do remote call reviewer jobs pay per hour?

As of Aug 8, 2026, the average hourly pay for remote call reviewer in Boston, MA is $32.47, according to ZipRecruiter salary data. Most workers in this role earn between $24.57 and $39.71 per hour, depending on experience, location, and employer.

What is a remote call reviewer?

A Remote Call Reviewer is a professional who listens to and evaluates recorded phone calls, typically for quality assurance, compliance, or training purposes. They work remotely, analyzing calls to ensure customer service standards are met, identifying areas for improvement, and providing feedback to call center agents or companies. Their role helps organizations maintain high-quality customer interactions and ensures adherence to company policies and procedures.

What are the key skills and qualifications needed to thrive as a remote call reviewer?

To excel as a Remote Call Reviewer, you generally need experience in call monitoring, quality assurance, and a keen understanding of customer service standards, often supported by a background in customer support or related fields. Familiarity with call recording systems, CRM platforms, and quality assessment tools is typically required. Strong attention to detail, analytical thinking, and effective written communication are vital soft skills for providing accurate feedback and reports. These abilities ensure consistent service quality, regulatory compliance, and ongoing improvement in customer interactions.

What are some common challenges faced by remote call reviewers, and how can they be addressed?

Remote Call Reviewers often encounter challenges such as maintaining focus during long periods of audio review, interpreting context without visual cues, and handling a high volume of calls. To address these, it's helpful to take regular breaks, use quality headphones, and stay organized with effective note-taking strategies. Additionally, establishing a distraction-free workspace and seeking clarification from team leads when ambiguous situations arise can greatly improve accuracy and job satisfaction.

What is the difference between Remote Call Reviewer vs Remote Customer Service Representative?

AspectRemote Call ReviewerRemote Customer Service Representative
Required CredentialsHigh school diploma or equivalent; sometimes certifications in customer service or quality assuranceHigh school diploma or equivalent; customer service training often preferred
Work EnvironmentHome-based, primarily reviewing recorded calls or live interactionsHome-based, handling live customer inquiries via phone or chat
Employer & Industry UsageInsurance, healthcare, finance, and quality assurance firmsRetail, telecom, banking, and service industries
Common Search & Comparison IntentUnderstanding roles involving call review and quality assuranceCustomer support and communication roles

Remote Call Reviewers focus on evaluating recorded or live calls to ensure quality and compliance, often working in industries like insurance or healthcare. Remote Customer Service Representatives handle direct customer interactions, providing support and information. While both roles are remote and require similar credentials, their primary functions differ—review vs. direct customer engagement.

What are popular job titles related to Remote Call Reviewer jobs in Boston, MA? For Remote Call Reviewer jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Remote Call Reviewer jobs in Boston, MA look for? The top searched job categories for Remote Call Reviewer jobs in Boston, MA are:
Remote Call Reviewer jobs near you

CSR (Call Center) Manager

Endless Energy

Marlborough, MA • Remote

$16 - $20.75/hr

Full-time

Posted 3 days ago

New

Job description

Description

About Endless Energy

Endless Energy started with a desire to help people save money while saving the environment. Today, our vision has grown to encompass residential and commercial HVAC solutions, insulation, Mass Save Home Energy Assessments, and net-zero home construction throughout New England.


As a Mass Save Certified Contractor, we help homeowners improve comfort, reduce energy usage, and lower utility costs while taking advantage of valuable rebates and energy efficiency programs.


Our culture is built around integrity, innovation, accountability, and delivering an exceptional customer experience.


About the Role

Endless Energy is seeking an experienced Customer Care Advisor (CCA) Manager to lead our growing Customer Care team. This leadership role is responsible for driving lead conversion, maximizing appointment opportunities, improving customer experience, and developing a high-performing inside sales team.


This is more than a traditional call center management position. The ideal candidate is a proven leader who understands how to coach teams through metrics, optimize sales performance, analyze KPIs, and build efficient processes that directly contribute to company growth.


If you're passionate about developing people, improving performance, and using data to drive results, we'd love to meet you.


Key Responsibilities


Team Leadership:
  • Recruit, hire, onboard, train, coach, and develop Customer Care Advisors.
  • Conduct regular one-on-one coaching sessions and performance reviews.
  • Create a culture focused on accountability, continuous improvement, and customer satisfaction.
  • Review employee timecards and manage commission tracking for direct reports.
  • Develop future leaders through coaching and performance management.
Call Center Operations
  • Oversee the day-to-day operations of the Customer Care department.
  • Manage staffing schedules including weekdays, evenings, weekends, holidays, and vacation coverage.
  • Ensure appropriate staffing levels to maximize lead response times and protect marketing investments.
  • Monitor workflow efficiency and continuously improve operational processes.
Sales & Performance Management
  • Establish, monitor, and improve Key Performance Indicators (KPIs) including:
    • Lead conversion rates
    • Appointment booking rates
    • Outbound call activity
    • Contact rates
    • Customer satisfaction
    • Revenue generation
    • Productivity metrics
  • Create, analyze, and present performance reports to executive leadership.
  • Develop outbound calling campaigns that increase sales opportunities and company revenue.
  • Coach advisors on inside sales techniques to improve conversions and customer engagement.
Customer Experience
  • Ensure exceptional customer service throughout every customer interaction.
  • Resolve escalated customer concerns professionally and efficiently.
  • Monitor customer interactions through recorded calls to identify coaching opportunities and maintain quality standards.
  • Ensure complete, accurate, and timely customer documentation within ServiceTitan.
Operational Excellence
  • Review the ServiceTitan dispatch board daily to maximize appointment capacity and technician efficiency.
  • Monitor canceled and missed appointments to ensure timely rescheduling.
  • Identify workflow improvements that increase operational efficiency.
  • Collaborate with executive leadership on grassroots marketing initiatives including:
    • Event marketing
    • Community outreach
    • Field canvassing
    • Content development

Requirements

Required

  • Previous Call Center, Customer Care, BDC, or Customer Intake management experience.
  • Proven leadership experience managing customer service or inside sales teams.
  • Experience coaching employees using performance metrics and KPIs.
  • Strong understanding of sales funnels, conversion metrics, and customer lifecycle management.
  • Experience using ServiceTitan.
  • Experience working within the Nexstar Network methodology and coaching principles.
  • Strong analytical skills with the ability to interpret reports and make data-driven decisions.
  • Excellent verbal and written communication skills.
  • Exceptional organizational and time management abilities.
  • Ability to multitask while managing multiple priorities in a fast-paced environment.
  • Experience leading both in-office and remote employees.
  • Strong Microsoft Office and Google Workspace skills.
Preferred

Experience with the following platforms is highly preferred:

  • Chiirp
  • Broccoli
  • Vonage
  • ServiceTitan Reporting & Analytics
  • Lead generation platforms
  • CRM reporting tools
  • Call tracking and quality assurance software
  • Workforce management software

What Makes You Successful

Our ideal candidate is someone who:

  • Loves developing and coaching people.
  • Understands how to use KPIs to improve performance.
  • Thrives in a fast-paced, high-growth environment.
  • Can balance customer service with revenue generation.
  • Makes decisions using data rather than assumptions.
  • Builds positive team culture through accountability and recognition.
  • Continuously looks for opportunities to improve systems, processes, and customer experience.

Experience within the HVAC, plumbing, electrical, home services, or residential services industry is strongly preferred.


Apply