Job DescriptionThe 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.
Primary responsibilities includePeople & Program Management- 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.
Call Monitoring & Quality Oversight- 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
Business Partnership- 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
Risk & Control Mindset- 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
Reporting & Continuous Improvement- 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.
Key Skills & Competencies- 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
Qualifications, Education, Certifications and/or Other Professional Credentials- 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 prefered.
- Experience working in a regulated environment is a plus.
Hours & Work Schedule- Hours per Week: 40
- Work Schedule: Monday-Friday 8:00am-5:00pm, 4 days in office
PayTransparencyThe salary range for this position is $75,000 - $96,000 per year. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .
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