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Freelance Quality Call Monitoring Jobs in Florida

Hilton Grand Vacations, Inc.

Supv, Call Transfer

Orlando, FL · On-site

$15 - $18.75/hr

Side by side and recorded call monitoring * Tracking attendance, schedule adherence and sales ... Confirm QA process has been followed as directed * Handle PTO and schedule exception requests for ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. * Identify areas for ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. * Identify areas for ...

MCI Careers

Call Center Collections Manager

Tampa, FL · On-site

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. * Identify areas for ...

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Freelance Quality Call Monitoring information

What is freelance quality call monitoring?

Freelance quality call monitoring jobs involve evaluating and analyzing customer service calls for businesses to ensure agents follow company policies and provide excellent service. Freelancers in this role listen to recorded or live calls, assess communication skills, accuracy, and compliance, and provide detailed feedback or reports. These jobs are typically remote and offer flexible hours, making them suitable for individuals with strong attention to detail, communication abilities, and experience in customer service or call centers.

What are the typical challenges faced by freelance quality call monitors when working with multiple clients?

Freelance quality call monitors often manage projects for several clients simultaneously, which can present challenges such as adapting to different quality standards, call evaluation criteria, and feedback processes. Each client may use unique software tools and require specific reporting formats, requiring quick learning and adaptability. Additionally, freelancers need strong organizational skills to balance varying deadlines and maintain clear communication with each client to ensure expectations are met. Building trust and maintaining consistency in evaluations across diverse accounts is key to long-term success in this role.

What are the key skills and qualifications needed to thrive as a freelance quality call monitoring specialist, and why are they important?

To excel as a Freelance Quality Call Monitoring Specialist, you need a keen attention to detail, strong analytical abilities, and experience in call center operations or customer service. Familiarity with call recording software, CRM systems, and quality assurance tools, as well as certifications like COPC or Six Sigma, are often expected. Exceptional listening, communication, and objective evaluation skills set top performers apart in this role. These competencies ensure consistent service quality, compliance, and valuable feedback for continuous improvement in customer interactions.

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

AspectFreelance Quality Call MonitoringFreelance Call Center Agent
CredentialsBasic customer service knowledge, communication skillsCustomer service experience, sometimes specific product knowledge
Work EnvironmentRemote, independent, flexibleRemote or office-based, client or company-specific
Job RoleEvaluates and monitors calls for quality assuranceHandles customer calls, provides support or sales
Industry UsageCommon in call centers, customer service firmsCustomer support, telemarketing, sales

Freelance Quality Call Monitoring focuses on assessing call quality and ensuring standards, while Freelance Call Center Agents directly interact with customers. Both roles require communication skills but differ in responsibilities and work setup.

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

The most popular types of Quality Call Monitoring jobs in Florida are:

What are popular job titles related to Freelance Quality Call Monitoring jobs in Florida?

For Freelance Quality Call Monitoring jobs in Florida, the most frequently searched job titles are:

What job categories do people searching Freelance Quality Call Monitoring jobs in Florida look for?

The top searched job categories for Freelance Quality Call Monitoring jobs in Florida are:

What cities in Florida are hiring for Freelance Quality Call Monitoring jobs?

Cities in Florida with the most Freelance Quality Call Monitoring job openings:

Freelance Quality Call Monitoring jobs near you

Enterprise Contact Center Quality Director

Hiregy

Orlando, FL

Full-time

Re-posted 15 days ago

Job description

Enterprise Contact Center Quality Director
Title: Quality Assurance Manager

Location: Orlando, 32801- This position is onsite

Pay: $100K-$125K plus bonus

Type: Direct hire

Schedule: M-F, 8:00 AM to 5:00 PM EST

Job description:

  1. Lead enterprise-wide quality assurance programs across technology platforms and customer service operations, establishing quality standards, performance metrics, and continuous improvement initiatives to drive operational excellence.
  2. Manage end-to-end quality oversight for business systems and workflows, including testing strategies, defect management, process validation, data accuracy reviews, and vendor performance accountability.
  3. Direct quality monitoring and performance evaluation programs for customer-facing teams, leveraging audits, scorecards, coaching insights, and trend analysis to improve service quality, compliance, and customer satisfaction.
  4. Ensure adherence to regulatory, contractual, and industry compliance requirements by supporting audits, maintaining quality controls, managing risk assessments, and driving corrective action plans through resolution.
  5. Partner with cross-functional stakeholders including Operations, Technology, Training, and Program Leadership to integrate quality requirements into projects, support organizational growth initiatives, and communicate quality performance through executive-level reporting.

 

Nice to have:

  • Bachelor's Degree
  • Six Sigma Belt
  • PMP (Project Management Certification)

Requirements:

  • Must have (3)+ years of enterprise leadership experience partnering with operations to develop quality programs, UAT, supporting software implementations, systems enhancements, and processes for back-office
  • Must have (7)+ years of experience in call center quality assurance
  • Experience with system integrations
  • Must be familiar with Agile/Scrum, SDLC testing, test management tools, call monitoring platforms
  • Must have data analysis experience in MS Excel, SQL, and/or BI tools
  • Must travel to other Florida locations
  • High school diploma or equivalent
  • Background check required

Not a Fit:

  • Candidates whose experience is primarily limited to call monitoring, quality scorecards, and agent coaching.
  • Software QA Engineers without operational quality leadership experience.