Consumer Call Monitoring Manager

The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk‑aware evaluation of customer interactions. This role partners closely with business leaders, operations, compliance, and training teams to drive quality outcomes, strengthen controls, and enable effective coaching through actionable insights. The ideal candidate brings strong people leadership, attention to detail, collaboration, and sound risk acumen in a regulated environment.

• Lead, coach, and develop a team of call monitoring professionals, setting clear expectations and ensuring consistent execution of monitoring standards.
• Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels.
• Foster a culture of accountability, continuous improvement, and quality excellence.

• Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards.
• Ensure calibration activities are completed regularly to maintain alignment across evaluators and business partners.
• Review trends, themes, and outliers to identify areas of risk, process gaps, and coaching opportunities.

• Serve as a trusted partner to operations, training, and business line leaders by translating call monitoring results into clear, actionable insights.
• Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving business needs and regulatory expectations.
• Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and well‑documented.

• Apply strong risk acumen to identify potential compliance, operational, or customer‑impact risks through call monitoring results.
• Support audits, exams, and reviews by ensuring documentation, evidence, and processes are complete, accurate, and well‑governed.
• Escalate material issues and emerging risks appropriately, partnering with stakeholders to drive resolution.

• Oversee the preparation and delivery of recurring quality and trend reporting for leadership and business partners.
• Identify opportunities to streamline processes, enhance reporting, and improve the effectiveness of the call monitoring program.
• Contribute to procedure reviews, updates, and change control activities as the program evolves.

• Management Fundamentals:
  Proven ability to lead teams, manage performance, and develop talent.
• Business Partnership:
  Strong relationship‑building skills with the ability to influence without authority.
• Attention to Detail:
  High level of accuracy and consistency in quality reviews, documentation, and reporting.
• Collaboration:
  
  Effective cross‑functional collaborator who values shared ownership and outcomes.
• Risk Acumen:
  Ability to identify, assess, and communicate risk in a regulated or control‑focused environment.
• Analytical Thinking:
  Comfortable interpreting trends, root causes, and data‑driven insights.
• Communication:
  Clear, concise written and verbal communication tailored to diverse audiences.

• Bachelor’s degree or equivalent work experience preferred.
• Experience in call monitoring, quality assurance, operations, compliance, or risk management.
• Prior people leadership or team‑lead experience strongly preferred.
• Experience working in a regulated environment is a plus.

• Hours per Week: 40
• Work Schedule:
  
  Monday-Friday 8:00am-5:00pm, 4 days in office

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability,…