You have some signs of packet loss showing up to your second hop. This is somewhere between your router and the first router you see on Verizon's end.
How is your router connected to the ONT? Via UTP (CAT5/CAT6) cabling or is it only using Coaxial? If there is anything plugged into your router's "WAN" port and the ruter shows "WAN Ethernet" lit up, there's a good chance that you may be on Ethernet. Make sure your network cable didn't decide to go south and is causing communication issues with the ONT.
Besides packet loss, how is your voice service or TV service? I know you mentioned the voice quality issues calling Verizon, but that can happen in any call center.