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Remote Inmate Call Monitoring Jobs in Dallas, TX

Xterra Health

Quality Assurance Specialist

Dallas, TX · Remote

$55K/yr

QUALITY ASSURANCE SPECIALIST Veteran Care Center | Remote | Full-Time, Exempt (Salaried) POSITION ... KEY RESPONSIBILITIES Call Monitoring & Quality Assurance - Monitor and evaluate inbound and ...

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Remote Inmate Call Monitoring information

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How much do remote inmate call monitoring jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for remote inmate call monitoring in Dallas, TX is $15.84, according to ZipRecruiter salary data. Most workers in this role earn between $14.52 and $17.12 per hour, depending on experience, location, and employer.

What is remote inmate call monitoring?

Remote inmate call monitoring is the process of listening to, recording, and analyzing phone calls made by inmates in correctional facilities from a remote location. This job involves ensuring that calls comply with legal and facility regulations, identifying potential security threats, and documenting any suspicious activity. Monitors typically use specialized software to access call recordings and may be required to produce reports or transcripts as needed. The role is important for maintaining facility security and supporting investigations.

What are the key skills and qualifications needed to thrive as a remote inmate call monitoring specialist?

To thrive as a Remote Inmate Call Monitoring Specialist, you need attention to detail, strong listening skills, and familiarity with legal and correctional procedures, often backed by a high school diploma or relevant experience. Proficiency in call monitoring software, recording systems, and secure data management tools is typically required. Strong ethical judgment, discretion, and effective communication are vital soft skills for handling sensitive information and collaborating with law enforcement or correctional staff. These skills ensure accurate monitoring, compliance with regulations, and the protection of privacy and security within correctional environments.

What are some common challenges faced in a remote inmate call monitoring position, and how can they be managed effectively?

Remote Inmate Call Monitoring professionals often encounter challenges such as managing large volumes of calls, maintaining focus during lengthy monitoring sessions, and handling sensitive or distressing conversations. To manage these challenges effectively, it's important to develop strong attention to detail, utilize robust call management software, and follow established protocols for flagging suspicious or concerning communications. Regular communication with supervisors and team members can also provide support and ensure that protocols are consistently followed, helping to maintain both compliance and personal well-being.

What is the difference between Remote Inmate Call Monitoring vs Inmate Records Technician?

AspectRemote Inmate Call MonitoringInmate Records Technician
CredentialsBasic security or monitoring certifications, background checksHigh school diploma or GED, data entry skills
Work EnvironmentRemote, security-focused, correctional facilitiesOn-site or administrative office, correctional facilities
Industry UsageLaw enforcement, correctional agencies, private monitoring servicesCorrectional facilities, law enforcement agencies
Job FocusMonitoring inmate calls, ensuring security complianceMaintaining inmate records, data management

Remote Inmate Call Monitoring involves overseeing inmate communications remotely to ensure security, while Inmate Records Technicians handle inmate data and records. Both roles are essential in correctional settings but differ in responsibilities, environment, and required skills.

What are popular job titles related to Remote Inmate Call Monitoring jobs in Dallas, TX?

For Remote Inmate Call Monitoring jobs in Dallas, TX, the most frequently searched job titles are:

What job categories do people searching Remote Inmate Call Monitoring jobs in Dallas, TX look for?

The top searched job categories for Remote Inmate Call Monitoring jobs in Dallas, TX are:

What cities near Dallas, TX are hiring for Remote Inmate Call Monitoring jobs?

Cities near Dallas, TX with the most Remote Inmate Call Monitoring job openings:

Remote Inmate Call Monitoring jobs near you
Infographic showing various Remote Inmate Call Monitoring job openings in Dallas, TX as of August 2026, with employment types broken down into 80% Full Time, and 20% Contract. Highlights an 100% Remote job distribution, with an average salary of $32,949 per year, or $15.8 per hour.

Bilingual Spanish Call Center Supervisor

Plano, TX • Remote

The Hire Solution
Recruiting and Staffing Services • 1 - 10 employees
Learn more about The Hire Solutionexternal

Full-time

Posted 9 days ago

Job description

Bilingual Spanish Call Center Supervisor


We are seeking an experienced and motivated Bilingual Spanish Call Center Supervisor to lead and support a team of customer service and call center representatives. This role is responsible for overseeing daily call center operations, monitoring service performance, coaching team members, resolving escalated customer issues, and ensuring the team consistently delivers an exceptional customer experience.

The successful candidate will be a hands-on leader with strong experience in call center operations, customer service, team supervision, performance management, and KPI/SLA management. This individual will help create an efficient, positive, and customer-focused environment while ensuring operational goals and service standards are achieved.

Fluency in both English and Spanish, including verbal and written communication, is required. Portuguese language skills are a plus.


Key Responsibilities

Call Center Operations

  • Supervise the day-to-day activities of a team of approximately 3–5 customer service or call center representatives.
  • Monitor call volume, staffing levels, schedules, queues, response times, and service levels to ensure adequate coverage and efficient operations.
  • Ensure the team consistently meets established service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity goals.
  • Monitor customer interactions, including phone calls, emails, and other communication channels, to ensure quality and professionalism.


Team Leadership & Development

  • Lead, coach, mentor, and develop call center representatives to improve performance, customer service skills, and overall effectiveness.
  • Establish clear performance expectations and provide regular feedback, coaching, and performance support.
  • Conduct quality reviews and monitor calls to evaluate customer service, communication skills, accuracy, and adherence to established procedures.
  • Assist with employee onboarding and training, including systems, processes, products, services, and customer service standards.


Customer Service & Issue Resolution

  • Serve as an escalation point for complex customer questions, complaints, disputes, and service issues.
  • Ensure customer concerns are documented, investigated, and resolved according to established procedures and service standards.
  • Communicate effectively with English- and Spanish-speaking customers and team members.


Performance Management & Reporting

  • Monitor and report on call center metrics, including call volume, response times, abandonment rates, service levels, productivity, quality scores, and customer satisfaction.
  • Prepare regular performance reports and provide updates to management on team results, trends, challenges, and opportunities.
  • Track individual and team performance against established goals.
  • Use data and reporting to identify performance gaps and implement corrective actions.
  • Ensure accurate documentation of customer interactions, escalations, and operational activities within applicable systems.


Process Improvement & Cross-Functional Support

  • Develop, update, and maintain call center procedures, training materials, and standard operating procedures.
  • Identify opportunities to improve call handling, workflows, customer communication, and operational efficiency.


Qualifications

  • Bachelor's degree preferred.
  • Minimum 3–5 years of experience in a call center, contact center, customer service, or client services environment.
  • Minimum 1–2 years of supervisory, team lead, or people management experience preferred.
  • Experience supervising customer service representatives, call center agents, or similar frontline teams.
  • Experience managing performance against KPIs, SLAs, quality metrics, productivity goals, and customer satisfaction standards.
  • Experience handling complex customer complaints and escalations.


Required Skills

  • Fluent in English and Spanish, both written and spoken
  • Call Center or Contact Center Operations
  • Team Leadership and Employee Coaching
  • Customer Service and Customer Experience
  • Escalation and Complaint Resolution
  • Performance Management
  • KPI and SLA Management
  • Quality Assurance and Call Monitoring


Preferred Qualifications

  • Portuguese language skills.
  • Experience in a high-volume or multi-channel contact center environment.
  • Experience with CRM platforms, ticketing systems, or workforce management software.
  • Experience managing remote, hybrid, or geographically dispersed teams.
  • Experience developing call center procedures, training programs, or quality assurance processes.