Call Monitoring Specialist

Regional and Branch Operations
61506 Requisition #

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.


Position Summary:

  • This function provides a corporate MI/data analytics service for the call center.  The function will source data from and develop analytical/reporting solutions for a variety of business functions, informing decision ranging from day-to-day operational decision by front-line delivery or management roles to tactical and ultimately strategic decisions. 

Essential Duties:

  • Incumbents may provide a centralized research/business analysis service or work within specific divisions.  
  • The generic services will include: collating, modeling, interpreting and analyzing data, identification and specification of enhancements to modeling techniques, detailed statistical investigations into specific business performance issues, explanation of variances and trends, data management and reporting solutions in the call center. 
  • Analyst - obtaining and analyzing data for modeling purposes. 
  • Will support on key projects and may lead smaller projects.
  • Will report to a more senior analyst or Function Manager.

Additional Considerations:


Working with the Customer Service Leadership Team, oversees call monitoring processes as they pertain to inbound calls. Responsibilities will include scheduling and conducting monitoring sessions with Customer Service staff.  Based upon these sessions, feedback and reports will be created and distributed to track, measure and provide recommendations and improvements in compliance with stated standards, as well as overall productivity. Also, performs Quality Audits on Gift Card orders and Fulfillment Kits, Conduct Proof of Enrollment requests and manage specific Client Requests as needed.

  • Schedule and conduct CSR monitoring sessions on a daily basis.
  • Monitors and rates calls.  Enters the results into the Call Quality database and provides or forwards results appropriately. Provide reports from each monitoring session and maintains a file for each CSR.  These reports will provide an individual record of each monitoring session.  Provide to Customer Service Leadership Team a Weekly Monitoring Report that will measure the staff performance against the standards specified in the Call Quality Rating Guide standards.
  • Maintains and has a great understanding of all monitoring instructions (Call Quality Guide) and monitoring forms.
  • Exhibits and Maintains a thorough knowledge of Customer Database and all Call Center protocols and procedures
  • Works with Customer Service Leadership Team to ensure monitoring standards are consistently met.
  • Provides individual recommendations on areas for improvement opportunities within the department.  Understands and is able to communicate all QM updates and changes to Membership Services.  Ensures the monitoring procedures and materials have been updated accordingly with appropriate documentation.
  • Facilitates effective communication and displays professionalism with Center Management and other departments. Provides QM related assistance to Center Management.
  • Provides back up to manager on special projects such as test calling projects, receiving seed calls and compiling designated recordings that are requested and ensuring call quality results and reports are completed and distributed appropriately if applicable.
  • Initiates and performs other tasks, projects or duties as required to accomplish both departmental and company objectives.


  • Minimum high school diploma or 1-2 years related experience.


  • 3-5 years customer service experience with progressively increasing responsibility, 1-2 years call monitoring/QC experience.
  • Experience in Telemarketing or Call Center operations preferred.
  • Proficiency with MS Office products.
  • High School graduate or equivalent, some college preferred.

 Work Traits:

  • Adapts quickly and readily to changing business demands.
  • Communicates openly at all levels.
  • Excellent listening, verbal and written communication skills.
  • Excellent communication, interpersonal and analytical skills.
  • Exercises strong analytical skills.
  • Makes recommendations, follows through and demonstrates good judgement.
  • Ability to organize work effectively.
  • Assumes responsibility for tasks to completion.
  • Exercises the ability to work independently with little direction.
  • Provides high level of responsiveness and service to internal and external customers.. 

U.S. Eligibility Requirements:

  • Interested candidates must submit an application and resume/CV online to be considered.
  • Must be 18 years of age or older.
  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation.
  • Must have unrestricted work authorization to work in the United States.  For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization.
  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure.

Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.  


Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic.‚Äč Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.