When I worked in a QF call centre all calls were recorded for dispute resolution and security issues.
We would have a "call evaluation" session with our team leader during which 4 calls would be critiqued and we would be "counselled" on what we did right or wrong.
Some supervisors would spend their whole shifts listening to calls and if we were really naughty the "counselling" would be immediate.
There is no such thing as privacy in the airline industry