Quality Monitoring Specialist – Outbound Telecom Contact Center

Summary

As a Quality Monitoring Specialist supporting our outbound telecom contact center, you will be responsible for evaluating customer interactions, identifying performance gaps, and ensuring that agents uphold compliance, professionalism, and customer experience standards. In this role, you will partner closely with Operations, Training, Workforce Management, and Client Stakeholders to provide insights, coaching recommendations, and trend analysis that directly supports customer retention, sales success, and brand reputation.

This role requires exceptional attention to detail, strong analytical skills, and the ability to interpret performance trends while providing fair, accurate, and calibrated evaluations. As our program expands, adaptability and continuous improvement are essential qualities for success.

Key Responsibilities Include

• Conduct quality evaluations of outbound calls (manual and campaign-based) to ensure adherence to scripts, compliance standards, and telecom regulations.
• Monitor agent performance related to customer engagement, retention efforts, product positioning, and save/sales opportunities.
• Identify coaching opportunities and partner with supervisors and training teams to support ongoing performance development.
• Maintain calibration sessions with internal and client partners to ensure consistent scoring and interpretation of quality standards.
• Produce detailed reports on agent performance trends, customer sentiment, compliance risks, and areas for operational improvement.
• Flag high-risk behaviors or potential compliance violations, ensuring timely escalation and corrective action.
• Provide feedback on process gaps, system issues, or customer pain points observed during monitoring.
• Support new program launches by helping develop scorecards, QA rubrics, and workflow improvements.
• Document findings thoroughly in CRM and QM tools for visibility across cross-functional teams.
• Assist in maintaining alignment with client quality expectations, telecom policies, and legal requirements, including adherence to telemarketing rules (TCPA, DNC, etc.).
• Participate in continuous improvement initiatives aimed at reducing repeat contacts, enhancing customer satisfaction, and improving retention outcomes.

Soft Skills

• Strong verbal and written communication skills; ability to deliver constructive feedback professionally.
• High emotional intelligence and an unbiased approach to evaluating customer interactions.
• Strong analytical mindset with the ability to spot trends and patterns.
• Adaptability in a dynamic, competitive telecom environment.
• Ability to collaborate with cross-functional teams in a positive, solutions-oriented manner.
• Attention to detail and critical thinking in evaluating call behaviors and outcomes.

Required Qualifications

• 4–5 years of Quality Assurance, Quality Monitoring, or Contact Center experience (Outbound preferred).
• Experience in telecom, retention, loyalty, or customer success environments.
• Familiarity with QM platforms (e.g., NICE, Verint, Calabrio) and CRM systems (Salesforce, WFM, or equivalent).
• Strong understanding of outbound dialing compliance (TCPA, DNC, script adherence, disclosures).
• Ability to assess call behavior objectively with high accuracy and consistency.
• Proficiency with Microsoft Office (Excel, PowerPoint, Word) for reporting and insights.

Preferred Qualifications

• Experience in telecom residential or business services.
• Background in sales, customer retention, or outbound customer engagement.
• Experience supporting performance calibration, training, or coaching sessions.
• Knowledge of technical troubleshooting, billing support, or account management in a telecom setting.

Perks

• High-visibility role with direct impact on customer retention, brand experience, and agent success.
• Hybrid flexibility after training completion.
• Collaborative culture with opportunities to influence processes and performance standards.
• Career growth opportunities as the program expands (QA Lead, Trainer, Supervisor, Analyst roles).
• Opportunities to cross-train across multiple business units and telecom lines of business.

Pay: $24.00 per hour

Ability to commute/relocate:

• Carrollton, TX 75007: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Telecommunication: 2 years (Required)
• Outbound Contact center: 3 years (Required)
• Quality assurance: 3 years (Required)
• CRM software: 2 years (Required)

Work Location: In person