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Quality Call Monitoring Jobs in Florida (NOW HIRING)

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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$9

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$24

How much do quality call monitoring jobs pay per hour?

As of Aug 29, 2026, the average hourly pay for quality call monitoring in Florida is $15.24, according to ZipRecruiter salary data. Most workers in this role earn between $12.02 and $17.26 per hour, depending on experience, location, and employer.

What is quality call monitoring?

A Quality Call Monitoring job involves evaluating customer service calls to ensure they meet company standards and compliance requirements. Analysts listen to recorded or live calls, assess agent performance, and provide feedback for improvement. They focus on factors like communication skills, adherence to scripts, resolution effectiveness, and customer satisfaction. The goal is to enhance service quality, improve training, and ensure a consistent customer experience.

What are the common day-to-day responsibilities of someone in a quality call monitoring role?

As a Quality Call Monitor, your typical day involves reviewing and evaluating recorded calls to ensure compliance with company policies and quality standards. You’ll document your observations, provide constructive feedback to customer service representatives, and work closely with team leaders to highlight areas for improvement. Occasionally, you'll participate in calibration sessions to ensure consistency in assessments and may assist in developing training materials based on identified trends. This role often involves collaborating across departments to promote a culture of continuous enhancement in customer experience.

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

To excel in Quality Call Monitoring, you need a solid understanding of customer service principles, strong analytical abilities, and experience with quality assurance methodologies. Familiarity with call recording software, customer relationship management (CRM) systems, and quality monitoring tools is typically required. Exceptional attention to detail, active listening, and effective communication skills are vital for providing precise feedback and fostering improvements. These competencies are essential to ensure high standards of customer interactions and to support continual service excellence within the organization.

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 Quality Call Monitoring jobs in Florida?

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

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

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

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

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

Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Florida as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $31,698 per year, or $15.2 per hour.

Enterprise Contact Center Quality Director

Orlando, FL

Hiregy
Recruiting and Staffing Services • 11 - 50 employees
Learn more about Hiregyexternal

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.