Contact Monitoring Specialist

Location: Ocala, FL
Pay: $17-$19/hr
Schedule: Full-time - Monday-Friday; hours vary from 9am-8pm. (Must be available durng that time frame will be given schedule in advance.)

This position is NOT REMOTE.

Position Summary

We are seeking a detail-oriented and dependable Contact Monitoring Specialist to evaluate and improve the quality of customer interactions across multiple communication channels, including phone calls, emails, and AI-assisted conversations.

This position is ideal for someone with call center experience and a strong understanding of customer service and contact quality standards. Experience in the mortgage industry is strongly preferred, particularly mortgage servicing, collections, customer care, or other borrower-facing operations.

The ideal candidate will be comfortable reviewing and scoring customer interactions, identifying areas for improvement, documenting findings, and working with leadership and training teams to support consistent, high-quality customer service.

What You’ll Do

Monitor and evaluate live and recorded customer calls.
Review phone call transcripts and audio to assess accuracy, professionalism, tone, and customer experience.
Review email communications to ensure professionalism, consistency, and adherence to company policies.
Score customer interactions using established quality standards and monitoring forms.
Identify coaching and training opportunities based on monitoring results.
Document findings, trends, quality concerns, and compliance issues.
Maintain accurate tracking logs of completed reviews and monitoring results.
Work with supervisors, managers, and training teams to communicate quality trends and improvement opportunities.
Participate in calibration sessions and help ensure consistent scoring standards.
Assist with developing and updating monitoring scorecards and audit criteria.
Support reporting efforts by providing summaries of contact quality trends and performance.
Review interactions for compliance with applicable company policies and regulatory requirements.
Evaluate both human and AI-assisted customer interactions for quality, accuracy, professionalism, and customer experience.
Maintain confidentiality and objectivity when reviewing sensitive customer and employee communications.
Perform other duties or special projects as assigned.

What We’re Looking For

Required

2+ years of call center, customer service, contact monitoring, quality assurance, or similar experience.
Strong experience reviewing and evaluating customer interactions.
Excellent attention to detail and ability to identify errors, inconsistencies, and opportunities for improvement.
Strong written and verbal communication skills.
Ability to objectively evaluate employee/customer interactions and provide clear feedback.
Strong organizational and time-management skills.
Comfortable working with a high volume of calls, emails, and other customer communications.
Proficient with Microsoft Office, particularly Excel and Outlook.
Ability to maintain confidentiality and handle sensitive information professionally.

Strongly Preferred

Mortgage industry experience, particularly mortgage servicing, collections, customer care, default, SPOC, or borrower-facing operations.
Experience with contact quality assurance, call monitoring, quality control, or performance auditing.
Familiarity with mortgage servicing regulations and requirements, including FDCPA and ECOA.
Experience using call monitoring or quality assurance platforms.
Experience reviewing both verbal and written customer communications.
Experience with AI-driven customer service systems or virtual agents.
Experience with mortgage servicing systems such as MSP or FICS Mortgage Servicer.

Education

High school diploma or GED required.
Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.

Why Join Us?

Full-time career opportunity.
Opportunity to use your call center and quality assurance experience in a professional environment.
Work closely with leadership, training, and customer service teams.
Opportunity for professional growth and development.

Referral Bonus Opportunity

Know someone who would be a great fit?

Refer them and earn $100–$500 per successful referral!

Your referral must work 40 hours or more to qualify. The more successful referrals you make, the more you can earn!

How to Apply

Email: Devin.Sweeting@ExpressPros.com
Call: 352-867-8055
Walk-In: 1005 SW 10th St, Suite 102, Ocala, FL 34471
Online: ExpressPros.com/Ocala

Express Office: Ocala

1005 Southwest 10th Street

Ocala, FL 34471

Email us

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