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Call Listening Jobs in Florida (NOW HIRING)

MedFleet LLC

Call Taker

Hudson, FL · On-site

Work is performed in a fast paced, high call volume, call center environment. Operates ... Ability to communicate effectively, both orally and in writing, and to listen and understand.

MedFleet LLC

Call Taker

Hudson, FL · On-site

Work is performed in a fast paced, high call volume, call center environment. Operates ... Ability to communicate effectively, both orally and in writing, and to listen and understand.

Medfleet Ambulance

Call Taker

Hudson, FL · On-site

Work is performed in a fast paced, high call volume, call center environment. Operates ... Ability to communicate effectively, both orally and in writing, and to listen and understand.

Chewy

Manager, Customer Service II

Hollywood, FL

Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience. * Ensure compliance with all company policies. * Establish ...

Select Portfolio Servicing, Inc.

Be Seen First

Call Center Representative

Jacksonville, FL · On-site

$17 - $19/hr

... call center environment. In this role, the CCE will act as the communication liaison between the ... listening skills, and providing timely and accurate information while delivering exceptional ...

Nexxaworks

Call Center Representative

Tampa, FL · On-site

$14.50 - $18.25/hr

Strong verbal communication and active listening skills. * Excellent problem-solving abilities and attention to detail. * Basic computer proficiency, including Microsoft Office and call center ...

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Call Listening information

What is a call listening?

A Call Listening job involves monitoring and analyzing phone conversations between customers and representatives to ensure quality, compliance, and customer satisfaction. Professionals in this role evaluate interactions based on predefined criteria, such as tone, accuracy, and adherence to company policies. Their feedback helps improve customer service, training, and operational efficiency.

What are the typical responsibilities of someone in a call listening role?

In a Call Listening position, your main responsibilities include reviewing and assessing customer service or sales calls for quality, accuracy, and compliance with company policies. You will typically complete detailed evaluation forms, document call outcomes, and provide actionable feedback to agents and team leads. The role often involves collaborating closely with quality assurance teams and supervisors to identify trends and recommend training or process improvements. This work is essential for maintaining customer satisfaction, ensuring regulatory compliance, and supporting overall performance improvements within the call center environment.

What are the key skills and qualifications needed to thrive in the call listening position, and why are they important?

To thrive in a Call Listening role, you need excellent attention to detail, analytical skills, and a background in customer service or quality assurance. Fluency with call monitoring software, customer relationship management (CRM) systems, and sometimes specific certifications in quality assurance or compliance is often required. Strong communication skills, impartiality, and the ability to provide constructive feedback are vital soft skills for success. These abilities ensure that call quality and customer interactions are effectively evaluated to improve service and maintain high standards.

What are the most commonly searched types of Call Listening jobs in Florida?

The most popular types of Call Listening jobs in Florida are:

What are popular job titles related to Call Listening jobs in Florida?

For Call Listening jobs in Florida, the most frequently searched job titles are:

What job categories do people searching Call Listening jobs in Florida look for?

The top searched job categories for Call Listening jobs in Florida are:

What cities in Florida are hiring for Call Listening jobs?

Cities in Florida with the most Call Listening job openings:

Call Listening jobs near you
Infographic showing various Call Listening job openings in Florida as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

MCC Quality Assurance and Training Administrator - Please Apply By August 28th, 2026

South Florida Educational Federal Credit Union

Miami, FL

Full-time

Posted 7 days ago

Job description

Job Summary:

The QA & Training Admin is responsible for ensuring that all member interactions within the MCC adhere to the highest standards of service excellence. This role involves monitoring, evaluating, and analyzing the performance of Contact Center agents and across multiple communication channels, including, but not limited to phone calls, emails and live chat. The QA provides feedback and coaching to team members to enhance performance and maintain compliance. They work closely with the Contact Center Assistant Managers identifying trends and making recommendations for process improvements.

Duties & Responsibilities:

  • Manage the MCC quality assurance and training programs under the direction of the Director, Member Contact Center.
  • Maintain consistent quality and training standards across General Services, Card Services, Disputes, and Lending.
  • Monitor and evaluate member interactions across calls, emails, chats, texts, and other supported channels for service quality, accuracy, and compliance.
  • Maintain QA scorecards and evaluation guidelines that account for the different requirements and risks of each MCC service area.
  • Conduct calibration sessions with MCC leadership to ensure evaluations are fair and consistent.
  • Analyze QA results, member complaints, recurring errors, and operational trends to identify coaching, training, and process-improvement needs.
  • Prepare regular quality and training reports for the Director and MCC leadership.
  • Coordinate and deliver new-hire training, cross-training, refresher training, and training related to procedural or regulatory changes.
  • Maintain training materials, procedures, job aids, knowledge resources, and system instructions used by MCC employees.
  • Track training attendance, completion, assessments, certifications, and employee readiness to support additional service areas.
  • Work with Assistant Managers to ensure employees receive timely coaching and development based on QA findings.
  • Measure the effectiveness of training and coaching through assessments and post-training performance results.
  • Support employee readiness for new products, procedures, communication channels, and system implementations.
  • Coordinate quality testing and employee training for the multiple systems and applications used by the MCC.
  • Identify inconsistencies between systems, procedures, and training materials and escalate them for correction.
  • Conduct targeted reviews and training related to complaints, recurring errors, procedural changes, new systems, and elevated-risk transactions.
  • Escalate significant compliance concerns, control weaknesses, and member-impacting errors to the Director.
  • Support approved quality and training improvement initiatives and monitor their effectiveness.
  • Maintain accurate and confidential quality and training records.
  • When operationally necessary, perform CCR I or CCR II duties and assist with member contacts.
  • Perform other duties as assigned by management.

Skills:

  • Coaching and communication skills.
  • Experience within customer services.
  • Excellent leadership and communication skills.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations.
  • Energetic and motivating individual.
  • Creative thinking.

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