Call quality monitoring is the ongoing review of customer callslive or recordedto evaluate how well agents follow required processes and deliver the expected service experience. Reviews are usually done using a quality rubric or scorecard that covers items like verification, accuracy, compliance language, empathy, and resolution steps.
Operationally, it matters because it turns individual conversations into measurable performance signals. Consistent monitoring helps leaders find coaching needs, detect process gaps that drive repeat contacts, and reduce risk from missed disclosures or incorrect information.
When done consistently, quality monitoring also supports fair performance management by applying the same standards across agents and teams. It provides a documented trail of what was reviewed, what was scored, and what actions were taken to improve outcomes.
