What Does a Call Center Quality Monitor Do?
Discover everything about the quality monitor career: main responsibilities, required skills, work environment, and how to excel in this strategic role.
If you're looking for a job as a quality monitor in a call center and have never worked in this role before, you might be wondering: what does a quality monitor do?
💡 Role Summary
The quality monitor or analyst is responsible for analyzing the interaction between call center agents and customers. This interaction can be by phone, chat, email, and even social media.
📋 Main Tasks of a Quality Monitor
Listen to Calls
Complete analysis of phone conversations
Review Chats
Reading conversations in chat, email and social media
Evaluate Behavior
Analysis of agent conduct with customers
Fill Out Forms
Evaluation and generation of performance scores
Provide Feedback
Direct guidance to agents (in some companies)
🏢 What Type of Company Does a Quality Monitor Work For?
There are two main scenarios where you can work as a quality monitor:
🔄 Outsourced Call Center
A company specialized in customer service that provides services for multiple clients. You can monitor multiple products and services from different companies, which requires broader knowledge and versatility.
🏛️ In-House Call Center
An internal department of a company that serves its own customers. Examples include insurance companies, health plans, airlines, energy services, and telecommunications.
Almost all medium and large companies have or outsource call center services. In the first scenario, you'll have the opportunity to learn about various products and markets simultaneously.
⭐ 5 Essential Skills to Be a Quality Monitor
1. 🧘 Patience
Essential for listening to complete calls and reading extensive chats while filling out detailed evaluations. You'll need to analyze each interaction with attention to detail.
2. 💻 Computer Skills
Basic knowledge of Word, Excel, and internal systems for downloading, organizing files, and searching for information. Agility is essential to meet productivity goals.
3. 🔍 Analytical Ability
Critical skill to evaluate whether the agent correctly followed the script, provided accurate information, and conducted the call appropriately. You'll receive specific training on processes!
4. ✍️ Writing (Spelling and Composition)
Essential for writing clear feedback, quality reports, and documenting observations in a professional and understandable way for managers and agents.
5. 🗣️ Feedback Delivery
Interpersonal skill to communicate evaluations constructively, highlight strengths, and guide improvements without demotivating the customer service team.
🏢 What's the Work Environment Like?
Overall, it's a quiet and focused environment. The team spends most of their time listening to calls with headphones and filling out monitoring forms. This creates an atmosphere of productive concentration.
📊 Team Size
The size of the monitoring team can vary greatly: from 1 monitor in small centers to 100+ monitors in large outsourced call centers serving multiple clients simultaneously.
The environment provides a structured routine with clear goals and constant feedback on your performance. It's ideal for people who prefer analytical work and value well-defined processes.
🚀 Ready to Start Your Career in Quality Monitoring?
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Try CYF Quality →✨ Conclusion
If you're looking for a job in quality monitoring, now you know the main aspects of the role: daily responsibilities, required skills, types of companies, and the work environment.
This is a career with excellent growth opportunities. Many monitors evolve to coordination positions, quality management, or even training and people development areas.
🍀 Good luck on your journey!
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