Quality Monitor

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Every reviewed interaction helps customers receive clear information and reliable next steps from the support team. As a Quality Monitor, you examine customer calls, chats, emails, and service tickets against established service standards, identifying strengths and improvement opportunities that strengthen consistent support. You sit within the quality team and work under a quality team lead, partnering with support agents, team leads, and training partners. This fully remote role is work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Through careful reviews and clear feedback, you help the team deliver dependable responses and helpful customer experiences.

Job Responsibilities:

• Receive assigned interaction samples through a review queue, including customer calls, chats, emails, and closed service tickets.
• Listen to recorded calls using a contact-center phone system such as Five9 and review written exchanges for clear, accurate, and respectful support.
• Compare each interaction with current service standards, approved guidance, required steps, and available product or service information.
• Score completed reviews using defined evaluation criteria, noting both effective behaviors and specific improvement opportunities.
• Record review outcomes, examples, and complete notes in a support platform such as Zendesk so feedback is easy to understand.
• Verify that ticket details, customer questions, actions taken, and next steps are reflected clearly in the interaction record.
• Identify recurring themes or unclear guidance and share concise observations with the quality team lead for follow-up.
• Escalate urgent customer experience concerns, missing interaction details, or possible process gaps to the quality team lead.
• Prepare simple review summaries and trend lists using a spreadsheets and data entry tool such as Airtable for team discussions.
• Participate in calibration sessions, apply updated scoring guidance, and adjust review practices when standards change.
• Meet quality expectations through accurate scoring, timely turnaround, complete notes, and appropriate follow-up on identified concerns.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in customer support review, service monitoring, or feedback activities preferred.
• Familiarity with quality monitoring methods, interaction scoring, service standards, and evaluation criteria preferred.
• Ability to review customer conversations carefully and identify whether responses address the stated question and next step.
• Comfortable using a contact-center phone system such as Five9, a support platform such as Zendesk, and a spreadsheets and data entry tool such as Airtable.
• Ability to write clear, objective review notes that describe observed behaviors and improvement opportunities.
• Able to follow detailed scoring guidance, maintain consistency across assigned reviews, and accept calibration feedback.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home supporting a desk-based quality monitoring function.
• Structured onboarding and training on the named systems, review criteria, scoring approach, and service standards.
• Regular check-ins with the quality team lead to discuss feedback, priorities, and calibration outcomes.
• Builds skills in interaction evaluation, trend identification, scorecard use, and objective feedback.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.