Real Time Call Monitoring
John is right, type in the world 'monitoring' and you will get a multitude of examples.
Essentially you are creating a quality process, to limit the time one has to monitor quality will inevitably lead to a reduction in quality. Call monitoring cannot be rushed, furthermore the feedback needs to be concise, specific and tailored.
If all you are doing is comparing what they say against a script then simple mystery shopping should suffice. ie. Make/Take 100 mystery customer calls and if 98% of them adhere to the script you have virtually no problem.
However I would advocate that call monitoring comprises significantly more than script adherence. If you truly want to coach and develop your staff I recommend you should be looking at a much broader analysis of skills sets, soft skills, behaviours and knowledge. If you all want to is check people are reading scripts accurately, witout inflections, pauses, listening etc etc then I recommend parrots, they are multi-lingual, portable and save considerably on office space although I did encounter seasonal moulting problems with the Norwegian Blue.
All joking aside.... as always I am able to help with bespoke monitoring form design and implementation.