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Call Monitoring Jobs in Florida (NOW HIRING)

Sherloq Solutions

Collections Manager

Tampa, FL · On-site

$65K - $75K/yr

Monitor and evaluate employee performance through quality assurance reviews, call monitoring, productivity metrics, and coaching sessions. * Recruit, interview, hire, onboard, and train new team ...

Sherloq Solutions

Collections Manager

Tampa, FL · On-site

$65K - $75K/yr

Monitor and evaluate employee performance through quality assurance reviews, call monitoring, productivity metrics, and coaching sessions. * Recruit, interview, hire, onboard, and train new team ...

Lincare

Call Center Supervisor

Clearwater, FL

... call center and individual quality and productivity goals in accordance with established objectives ... Implements and monitors new initiatives to enhance the performance of the team and the center as a ...

New

Lowe's

Market Delivery Manager - XDT

Ellenton, FL

Responsibility Statements • Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring ...

09 Build

Call Center Manager

Miami, FL · On-site

... • Monitor call quality, coach callers, and run regular performance reviews • Manage and ... prioritize the warm lead list to maximize set rate and show rate • Track and report key metrics ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Florida

Call Monitoring information

See Florida salary details

$8

$13

$18

How much do call monitoring jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for call monitoring in Florida is $13.39, according to ZipRecruiter salary data. Most workers in this role earn between $11.49 and $14.38 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a call monitoring specialist?

To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.

What is the difference between Call Monitoring vs Call Center Agent?

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer service certifications often preferred

Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.

What is call monitoring?

Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.

What does a call monitoring do?

A call monitoring professional reviews and evaluates phone calls to ensure quality, compliance, and customer service standards. They listen to recorded or live calls, provide feedback, and may use call center software to track performance metrics. This role helps improve communication skills and maintain company policies.

What are some common challenges faced in a call monitoring role, and how can they be addressed?

Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.
What are popular job titles related to Call Monitoring jobs in Florida? For Call Monitoring jobs in Florida, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Florida look for? The top searched job categories for Call Monitoring jobs in Florida are:
What cities in Florida are hiring for Call Monitoring jobs? Cities in Florida with the most Call Monitoring job openings:
Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Florida as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 77% Full Time, 15% Part Time, and 6% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $27,842 per year, or $13.4 per hour.

Customer Care Expert - Bilingual

Select Portfolio Servicing

Jacksonville, FL • On-site

$14.25 - $18/hr

Other

Re-posted yesterday

Select Portfolio Servicing rating

6.8

Company rating: 6.8 out of 10

Based on 11 frontline employees who took The Breakroom Quiz

Job description

The Customer Care Expert (CCE) is responsible for providing solutions via excellent personalized service and support in a courteous and professional manner to customers throughout the life of the mortgage account, during inbound and outbound telephone discussions. The CCE's primary responsibility is to resolve customer inquiries and delinquency, communicate information including regulatory and mandatory topics, enter information or tasks to facilitate required actions, and document outcomes in a call center environment. In this role, the CCE will act as the communication liaison between the customer and any other operations' groups, while ensuring compliance with all applicable rules and laws, as well as complying with the established Call Handling Policy and Procedures using state of the art technology.
Summary of Position:

  • In office, full time position with the ability to work remotely if certain performance and attendance criteria is met
  • Handle customer calls professionally, efficiently and effectively, by utilizing active listening skills, and providing timely and accurate information while delivering exceptional customer service
  • Accurately and promptly execute transactions, such as payments, billing and account changes
  • Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments and documented procedures based on the facts of each situation
  • Explain financial and non-financial information effectively including Tax, Insurance and Escrow
  • Resolve account delinquency by collecting payments as needed
  • Communicate loss mitigation options and decisions to customers
  • Exhibit and communicate sense of urgency in obtaining complete and accurate documentation from customers and approved third parties
  • Adhere to assigned schedule including paid breaks and unpaid breaks for meals, training and meetings
  • Work in a performance-based environment, with a call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the performance of the team
Position Requirements:
Interested candidates should have a High School diploma or equivalent. Customer Service or Loss Mitigation work experience is preferred. The candidate must possess the following skills and abilities.
  • Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed
  • Able to work a full-time schedule, with regular and punctual attendance
  • A proven record of timeliness and availability in assisting customers
  • Excellent customer service and or sales skills
  • Superior communication skills, organizes thoughts and facts to clearly communicate verbally and in writing. Ability to read, comprehend and communicate details to a customer
  • Proven ability to multi-task, listen and type or talk and type notes
  • Effective listening, problem solving and negotiating skills
  • Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation. Ability to utilize PC, systems and software in completing all work
  • Proven record of dependability with excellent time management and the ability to self-manage
  • Work toward minimal guidance and supervision
  • Proven ability to handle stressful situations and effectively manage a high-volume workload
  • Willing to work in a call center environment with heavy customer interaction via telephone
  • Proven ability to take feedback, instruction and follow rules

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