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Quality Call Monitoring Jobs in Florida (NOW HIRING)

Sherloq Solutions

Collections Manager

Tampa, FL

$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 ...

Sears Holdings

Call Center Team Manager

Lake Mary, FL · On-site

... quality monitoring, and deficiency management. Supports and communicates business goals, quality ... Call center and/or sales experience preferred. Proficiency in office software required, MS Word ...

Sears Holdings

Call Center Team Manager

Lake Mary, FL · On-site

... quality monitoring, and deficiency management. Supports and communicates business goals, quality ... Call center and/or sales experience preferred. Proficiency in office software required, MS Word ...

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 ...

Lowe's

Market Delivery Manager - XDT

Ellenton, FL

... quality control standards, for customers in a specific market for product purchased thru Lowe's ... monitoring, inbound call monitoring, customer service escalations, issue identification and ...

Aston Carter

Patient Access Specialist

Orlando, FL

$16 - $21.50/hr

You will monitor and guide AI-driven calls between healthcare representatives and insurance agents ... Manage both outbound and inbound call workflows while consistently maintaining quality, accuracy ...

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How much do quality call monitoring jobs pay per hour?

As of Aug 9, 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 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 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 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 1% As Needed, 79% Full Time, 14% Part Time, 1% Temporary, 3% Contract, and 2% Nights. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $31,698 per year, or $15.2 per hour.

Senior Customer Experience Specialist

Seacoast Service Partners

Orlando, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 17 days ago

Job description

Senior Customer Experience Specialist
Residential HVAC & Plumbing
Seacoast Service Partners
Location: Orlando, FL - 100% In-Office (No Remote or Hybrid)
Pay: $28,00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives
Job Type: Full-time, Non-Exempt (Hourly)
Reports To: Shared Services Manager
About Seacoast Service Partners
Seacoast Service Partners (SSP) is a growing, PE-backed residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands-on Senior Customer Experience Specialist to help stand it up and run it.
Our Core Values guide everything we do:
  • Working Together - We are people who care about improving lives and our communities.
  • Safety Above All - We are dedicated to creating a safe workforce and workplace for every team member.
  • Integrity & Trust - We deliver the highest quality services to solve our customers' toughest challenges.
  • Results & Growth - We are committed to continuously striving for profitable growth and reinvestment in the future.
Position Summary
The Senior Customer Experience Specialist supports the day-to-day performance, quality, and development of a small Customer Service Representative (CSR) team (3-5 people) handling inbound and outbound communications across our home services operating companies. This role focuses on floor-level coaching, call quality, training reinforcement, and keeping the team on track-while also taking overflow calls as needed. The Team Lead reports to the Shared Services Manager, who provides broader oversight and handles higher-level responsibilities.
What You'll Own:
Team Leadership & Development
  • Assist with CSR onboarding and reinforce training on systems, scripts, and brand standards
  • Support onboarding of new CSRs and reinforce training on systems, scripts, and brand standards
  • Coach and develop the team through 1:1s, call reviews, and group huddles
  • Build and maintain call scripts, SOPs, objection-handling guides, and training materials
  • Answer inbound calls as needed to support the team during peak volume
  • Provide real-time coaching and feedback to help CSRs stay on track and grow

Quality Assurance & Call Monitoring
  • Monitor live and recorded calls daily using RingCentral
  • Score calls against a defined QA rubric covering greeting, discovery, booking, and closing
  • Deliver timely, actionable feedback and track coaching follow-through
  • Identify systemic issues (script gaps, routing errors, training needs) and escalate with recommended fixes

Google LSA Compliance & Lead Management
  • Maintain Google Guaranteed / Local Services Ads accreditation across all managed accounts
  • Review LSA leads daily and dispute invalid, spam, or out-of-area leads within Google's response window
  • Track LSA lead-to-booking conversion and surface quality issues back to marketing
  • Keep all compliance documentation (licensing, insurance, background checks) current

Performance Reporting & Analytics
  • Build and maintain KPI dashboards covering booking rate, average handle time (AHT), CSAT, abandonment rate, and first-call resolution
  • Produce weekly and monthly performance reports for the leadership team
  • Present insights, trends, and recommended actions in regular operations reviews

Systems & Technology
  • Manage CSR workflows, dispatch handoffs, and job creation in ServiceTitan
  • Maintain CRM data hygiene, pipeline accuracy, and lead status discipline
  • Configure and troubleshoot RingCentral call flows, IVRs, call queues, and reporting
  • Partner with the marketing team on lead routing, call tracking, and attribution accuracy
Key Performance Indicators
You will be measured on:
  • Google LSA accreditation and Google Guaranteed status maintained at all times
  • Customer satisfaction (CSAT) rating of 4.8 / 5.0 or higher
  • Booking conversion rate at or above target
  • Average speed to answer under 30 seconds
  • Call abandonment rate under 5%
  • First-call resolution at 85% or higher
  • 100% of CSRs receive QA-scored calls each month
Required Qualifications
  • 2+ years in a call center or high-volume customer service environment
  • Experience in a team lead, senior CSR, or coaching role is a plus
  • ServiceTitan or similar field service software (preferred)
  • LSA experience
  • Familiarity with RingCentral or similar phone/VoIP system
  • Experience working with a CRM or customer management system
  • Google Local Services Ads is required
  • Strong written and verbal communication skills
  • Proficiency in Google Sheets or Excel for reporting and analysis
  • Proven ability to coach, develop, and retain front-line team members
  • High school diploma or equivalent required
  • Ability to work 100% on-site at our Orlando office (this is not a remote or hybrid role)
Preferred Qualifications
  • Experience in home services (plumbing, HVAC, electrical, or similar trades)
  • Background in training design, QA frameworks, or call coaching methodologies
  • Familiarity with call tracking and attribution platforms
  • Experience in a multi-location or private-equity-backed operating environment
  • Bilingual English/Spanish
What We Offer
  • Hourly pay of $28.00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives
  • Medical, dental, and vision insurance
  • Paid time off and paid holidays
  • 401(k) with company match
  • Clear growth path in a scaling, PE-backed home services platform
  • Opportunity to build a centralized call center from the ground up with executive support and real budget
To Apply
Apply directly through Indeed with your resume. In your application, please share a specific call center KPI you've improved and how you did it.
Seacoast Service Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.

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