Call Monitoring and Quality Assurance Services

Seminole County Utilities Departments is seeking a vendor to provide independent call monitoring and quality assurance for its Utilities and Solid Waste Customer Service team. The primary goal is to conduct regular reviews that improve training, service delivery, and the overall customer experience. The selected vendor will be responsible for conducting a minimum of 50 quality assurance call reviews per month, providing monthly team and individual performance scorecards, delivering actionable feedback to County management, and supporting training and coaching efforts. • The vendor must demonstrate capabilities in quality assurance management of customer service environments, inbound and outbound call handling, and experience developing evaluation scorecards and conducting QA in compliance with local government standards. • The vendor must provide a secure reporting portal or electronic delivery method accessible to Seminole County and maintain 99.9% service availability for systems supporting this engagement. • The vendor must comply with all applicable laws and regulations, including Chapter 119, Florida Statutes, and Chapter 440, Florida Statutes. • The vendor must provide proof of insurance and certify that they are fully compliant with all requirements of Chapter 440, Florida Statutes.