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Senior Call Reviewer Jobs (NOW HIRING)

Pavago

Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) - Remote EST Position Type ... Call reviews * Quality audits * Coaching sessions * Ensure new hires ramp quickly and effectively ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX · On-site

Participate in call, ticket, and interaction quality reviews. * Identify individual performance ... Prior experience in a lead, senior associate, or supervisory role preferred. * Strong working ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX

Participate in call, ticket, and interaction quality reviews. * Identify individual performance ... Prior experience in a lead, senior associate, or supervisory role preferred. * Strong working ...

Hope Credit Union

Call Center Manager

Jackson, MS · On-site

Senior Vice President, Retail Operations Supervise: Telephone Service Representatives Job ... Monitoring and reviewing call center reports to call center quality improvements * Serve as liaison ...

Broadridge

Manager, Call Center

Edgewood, NY · On-site

This individual will partner closely with senior leadership to enhance performance, optimize ... tools, to help review and evaluate applications. These tools are used only to support our ...

NTT DATA Services

Call Center Senior Representative

Chicago, IL · On-site

$19.75 - $27.25/hr

We are currently seeking a Call Center Senior Representative to join our team in Chicago, Illinois ... reviewing email and internal updates, and communicating clearly and effectively with all project ...

Brook Valley Management

Call Center Manager

Birmingham, AL · On-site

$65K - $80K/yr

Serve as the senior point of contact for escalated customer issues that cannot be resolved by the ... Establish performance expectations, conduct quality reviews, and foster a customer-focused culture ...

Common Threads

Call Center Manager

Birmingham, AL

$65K - $80K/yr

Serve as the senior point of contact for escalated customer issues that cannot be resolved by the ... Establish performance expectations, conduct quality reviews, and foster a customer-focused culture ...

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Senior Call Reviewer information

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$25K

$80.3K

$163.5K

How much do senior call reviewer jobs pay per year?

As of Jul 18, 2026, the average yearly pay for senior call reviewer in the United States is $80,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,500.00 and $103,000.00 per year, depending on experience, location, and employer.
What are the most commonly searched types of Call Reviewer jobs? The most popular types of Call Reviewer jobs are:
Senior Call Reviewer jobs near you
Infographic showing various Senior Call Reviewer job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $80,287 per year, or $38.6 per hour.

Senior Customer Service Lead & Trainer

Pavago

Remote

Full-time

Re-posted 22 days ago

Job description

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) - Remote EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
We're hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role - you will own team performance, training systems, and service quality.
You'll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.
If you've led remote teams, built training systems, and improved performance - this role is built for you.
What You'll Own
Team Leadership & Performance Management (Core Responsibility)
  • Lead and manage offshore customer service agents
  • Monitor team KPIs and daily performance
  • Provide structured coaching and feedback
  • Handle escalations and complex customer issues
  • Drive accountability and performance improvement

Training & Onboarding (Critical)
  • Own onboarding process for all new hires
  • Develop and maintain:
    • Training materials
    • SOPs
    • Call scripts
  • Conduct:
    • Call reviews
    • Quality audits
    • Coaching sessions
  • Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience
  • Maintain high standards across:
    • Phone support
    • Email/chat channels
  • Ensure consistency in tone, accuracy, and service quality
  • Improve CSAT and customer experience outcomes
  • Standardize service delivery across the team

Operations & Process Improvement
  • Identify gaps in workflows and customer experience
  • Work cross-functionally to improve systems and processes
  • Reduce escalations through better training and systems
  • Build scalable support processes

Tools, Reporting & Documentation
  • Use customer service platforms and VOIP systems
  • Track and report on:
    • CSAT
    • Response times
    • Resolution rates
    • Agent productivity
  • Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit
  • You are a leader first, not just a manager
  • You know how to coach and improve people
  • You care deeply about customer experience and quality
  • You are structured, organized, and process-driven
  • You stay calm and decisive under pressure

Required Experience & Skills
  • 10+ years experience in customer service leadership
  • Proven experience managing remote/offshore teams
  • Strong English communication (verbal + written)
  • Experience with:
    • Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
    • VOIP/call systems
  • Strong ability to manage priorities in a remote environment

Nice to Have
  • Experience supporting U.S.-based customers
  • Background in:
    • Facility management
    • Energy
    • Tech-enabled services
  • Experience in:
    • Startups
    • Scaling teams
  • Experience building training programs from scratch

What a Typical Day Looks Like
  • Review team performance and KPIs
  • Coach agents and provide feedback
  • Conduct call reviews and QA checks
  • Support onboarding and training sessions
  • Handle escalations and complex cases
  • Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level - every day.
Key Metrics (KPIs)
  • Customer satisfaction (CSAT) and service quality
  • Team productivity and performance metrics
  • Training effectiveness and onboarding success
  • Escalation resolution speed and quality
  • Process adherence and consistency

Why This Role Stands Out
  • High ownership of team performance and outcomes
  • Direct impact on customer experience and retention
  • Opportunity to build and scale training systems
  • Leadership visibility and influence across operations
  • Growth path into senior operations or CX leadership roles

Interview Process
  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Assessment (training/QA scenario)
  • Client Interview
  • Offer & Onboarding

Apply Now
If you:
  • Have led remote customer service teams
  • Know how to coach, train, and improve performance
  • Thrive in fast-paced, high-accountability environments

This role is a strong fit.

Apply