Quality Monitor

Job Title: Quality Monitor

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Incomplete service notes, inconsistent answers, and missed follow-ups are the issues this Quality Monitor helps identify. Through quality monitoring of customer conversations and service tickets, the role helps the support team deliver accurate information and dependable service. The position sits within the quality assurance team and works under a quality assurance team lead. It works with customer service representatives, support supervisors, and training colleagues to make review findings useful and understandable. This fully remote position provides desk-based work from home in Kentucky, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive assigned customer interactions and service tickets through a review queue, confirming the review scope and applicable scoring guide before starting each evaluation.
• Review customer questions and representative responses in a support platform such as Zendesk, checking information accuracy, clarity, courtesy, and whether the response addresses the request.
• Compare completed service steps against approved procedures, identifying missing explanations, incomplete notes, and follow-up commitments that have not been addressed.
• Enter evaluation scores and factual observations in a quality management platform such as MaestroQA, linking findings to the relevant interaction and scoring criteria.
• Maintain review trackers in a spreadsheets and data entry tool such as Google Sheets, checking entries for completeness and avoiding duplicate evaluations.
• Flag uncertain scoring decisions to the quality assurance team lead, explaining the evidence and requesting clarification before finalizing the evaluation.
• Escalate recurring answer inaccuracies or unresolved customer follow-ups to the support supervisor through the agreed review channel, without independently changing customer outcomes.
• Participate in calibration discussions with other monitors, comparing sample evaluations and applying clarified scoring guidance consistently to later reviews.
• Share concise review summaries with the team lead and training colleagues, then check assigned follow-up items to confirm corrections or further review needs.
• Meet quality expectations measured by scoring accuracy, review turnaround, complete supporting notes, consistent application of standards, and timely follow-up on assigned findings.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience reviewing customer interactions, checking service work, or supporting a customer service team is preferred.
• Basic understanding of customer service conversations, service tickets, response accuracy, and the purpose of structured quality scorecards.
• Ability to compare work against written criteria, separate observable facts from assumptions, and recognize when a scoring decision needs guidance.
• Comfort learning the named support platform, quality management platform, and spreadsheet tool while following step-by-step instructions.
• Clear written and verbal communication for explaining findings respectfully and participating in calibration discussions with colleagues.
• Careful handling of customer information, consistent note taking, and willingness to accept feedback on evaluation decisions.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote, desk-based work from home within Kentucky.
• Structured onboarding and training on a support platform such as Zendesk, a quality management platform such as MaestroQA, and a spreadsheets and data entry tool such as Google Sheets.
• Regular check-ins with the team lead to discuss scoring questions, feedback, and progress.
• Opportunities to build evaluation, evidence-based feedback, quality review, and service assessment skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.