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Quality Call Monitoring Jobs in Ohio (NOW HIRING)

AllianceOne

Call Center Supervisor

Maumee, OH · On-site

$17/hr

The individual in this role will review team and Agent performance and quality metrics on a regular ... Completes regular monitoring of their team's handled contacts and provide appropriate feedback ...

Aliance one

Call Center Supervisor

Maumee, OH · On-site

$17/hr

The individual in this role will review team and Agent performance and quality metrics on a regular ... Completes regular monitoring of their team's handled contacts and provide appropriate feedback ...

Telhio Credit Union

Contact Center Service Agent

Columbus, OH · On-site

$15.75 - $21.25/hr

Quality Assurance (Call Monitoring). * Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call. * Offered a product/service or investment ...

Telhio Credit Union

Contact Center Service Agent

Columbus, OH · On-site

$15.25 - $20.50/hr

Quality Assurance (Call Monitoring). * Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call. * Offered a product/service or investment ...

Telhio Credit Union

Contact Center Service Agent

Columbus, OH · On-site

$15.75 - $21.25/hr

Quality Assurance (Call Monitoring). * Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call. * Offered a product/service or investment ...

Lowe's

Market Delivery Manager - XDT

Twinsburg, OH

... 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 ...

Lowe's

Market Delivery Manager - XDT

Twinsburg, OH · On-site

... 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 ...

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Showing results 21-40

All JobsQuality Call Monitoring JobsQuality Call Monitoring Jobs in Ohio

Quality Call Monitoring information

See Ohio salary details

$11

$19

$30

How much do quality call monitoring jobs pay per hour?

As of Sep 8, 2026, the average hourly pay for quality call monitoring in Ohio is $19.39, according to ZipRecruiter salary data. Most workers in this role earn between $15.29 and $21.92 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 popular job titles related to Quality Call Monitoring jobs in Ohio?

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

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

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

Quality Call Monitoring jobs near you
Infographic showing various Quality Call Monitoring job openings in Ohio as of August 2026, with employment types broken down into 100% Full Time. Highlights an 60% In-person, and 40% Remote job distribution, with an average salary of $40,326 per year, or $19.4 per hour.

Team Lead Call Center at Cincinnati, OH (Onsite)

Apptad, Inc.

Cincinnati, OH • On-site

$22 - $23/hr

Full-time

Re-posted 5 days ago

Job description

Job Title: Team Lead - Call Center
Location: Cincinnati OH 45227 (On-site role)
Work Schedule: Any 8-hour shift between 8 AM EST - 8 PM EST (Monday-Friday) and mandatory 1-2 hours of overtime on Monday
Pay: $22-$23/hr on C2C
Must Have Experience: Call Center, Customer Support and Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
Reports To: Delivery Manager
GENERAL FUNCTION
First level of management in the Call Center Department. Works under close supervision of the Call Center Manager. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures.
ESSENTIAL DUTIES & RESPONSIBILITIES
  • Coordinate and supervise day-to-day workflow in the Call Center.
  • Monitor Call Center activity to ensure customer service and production standards are met and maintained. Work with other members of the management team to address problems when they arise.
  • Prioritize work and delegate tasks to ensure proper coverage of functions, including assisting as part of a team in the overall management of call flow.
  • Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team.
  • Oversee post-classroom training of new hires, ensuring a full understanding of departmental procedures, Bank procedures, and Bank products and services. Promote teamwork and cross-training among employees.
  • Responsible for the development and motivation of staff and ensuring they have the necessary resources to perform their jobs effectively.
  • Continually identify and implement process improvements and work efficiencies to enhance Call Center performance.
  • Encourage and develop employees' sales skills. Promote cross-selling and upselling of products and services.
  • Conduct telephone quality monitoring reviews and meet with Quality Analysts to discuss findings. Provide feedback and coaching based on quality monitoring results and Voice of Customer feedback.
  • Identify individual and group training needs and collaborate with the management team to develop effective improvement plans.
  • Monitor employee attendance and ensure accuracy of hours worked prior to payroll submission.
  • Demonstrate expert knowledge of banking products and services.
  • Assume periodic responsibility for managing the entire shift, including nights and weekends.
  • Oversee specific departmental projects as assigned.
  • Participate in internal or external departmental rotations for development purposes.
  • Continuously learn and enhance knowledge of Bank products and services.
  • Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES
  • Providing timely, candid, and constructive performance feedback.
  • Developing employees to their fullest potential and providing challenging opportunities that support career growth.
  • Building and maintaining an appropriate talent pool to ensure adequate bench strength and succession planning.
  • Recognizing and rewarding employees for accomplishments and contributions.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
  • Bachelor's degree or equivalent experience required.
  • 0-2 years of supervisory experience, preferably in a customer service environment.
  • Banking operations experience in the specified area or a comparable area preferred.
  • Excellent verbal and written communication skills.
  • Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
  • Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
  • Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
  • Ability to multi-task and be flexible.
  • Excellent organization and project management skills.
Apptad logo

About Apptad

Sourced by ZipRecruiter

Apptad offers strategic consulting, enterprise information management and digital transformation services. With globally connected offices in US and India along with a team of trained and certified IT resources, Apptad ensures quick and effective delivery to its customers.Apptad is relentlessly reinventing the outlook of how companies leverage data. With an effort to enable our customers the ability to solve biggest problems within their organization. We perceive our clients’ problems and respond with custom solutions instead of handing over boilerplate responses.

Industry

It services

Company size

501 - 1,000 Employees

Headquarters location

Reston, VA, US

Year founded

2018

Social media

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