Remote Quality Monitor — Elevate Customer Support Scores

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is hiring a Quality Monitor to remotely review customer interactions and ensure alignment with service standards. You will assess calls, chats, emails, and tickets, provide actionable feedback, and help the team maintain high-quality support from home in New York.

You will use Five9 for calls, Zendesk for records, and Airtable for trend reporting, with a 40-hour week and varying shifts. Authorization to work in the United States is required, and onboarding covers scoring, tools, and

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.

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.

Skills

Quality monitoring

Interaction evaluation

Written review notes

Calibration/feedback

Education

High school diploma or equivalent

Tools

Five9

Zendesk

Airtable

Job description

Talentoma is hiring a Quality Monitor to remotely review customer interactions and ensure alignment with service standards. You will assess calls, chats, emails, and tickets, provide actionable feedback, and help the team maintain high-quality support from home in New York.

You will use Five9 for calls, Zendesk for records, and Airtable for trend reporting, with a 40-hour week and varying shifts. Authorization to work in the United States is required, and onboarding covers scoring, tools, and