Citizens Financial Group, Inc

Consumer Call Monitoring Manager

Citizens Financial Group, Inc$75K — $95K *
Business Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience desirable.
  • Experience in call monitoring or quality assurance preferred.
  • Prior leadership experience is strongly preferred.
  • Experience in regulated environments is an advantage.
  • Familiarity with compliance or risk management is beneficial.

Responsibilities

  • Lead and develop a team of call monitoring professionals.
  • Manage workloads and ensure monitoring coverage meets standards.
  • Foster a culture of accountability and quality excellence.
  • Oversee call monitoring evaluations for accuracy and consistency.
  • Review trends to identify risks and coaching opportunities.
  • Serve as a partner to operations and training for actionable insights.
  • Support compliance audits by maintaining accurate documentation.

Benefits

  • Work-life balance with a standard Monday-Friday schedule.
  • Team-oriented culture focused on accountability and continuous improvement.
  • Opportunity for professional growth in a regulated environment.
Full Job Description
Job Description

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.

Primary responsibilities include

People & 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 preferred.
  • 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


#LI-citizens4

About Citizens Financial Group, Inc

Citizens Bank is a financial service company. It provides outstanding local and personalized service. It offers a full range of commercial, real estate, and consumer lending. It is specialized in personal and small business deposit services, electronic services.

Citizens Financial Group, Inc. Careers

Join the dynamic team at Citizens Financial Group, Inc., a leading financial institution where your career aspirations can soar. We are committed to fostering a culture of innovation, leadership, and diversity that supports our employees' professional growth and development.

Explore Job Opportunities

At Citizens Financial Group, Inc., we offer a wide range of job opportunities that cater to diverse skill sets and career interests. Whether you're a seasoned professional or just starting out, you'll find a position that challenges you and enhances your expertise.

Internship Programs

Kickstart your career with our internship programs designed to give you a hands-on experience in the financial sector. Our internships provide a robust platform to develop your skills, engage in meaningful projects, and network with industry leaders.

Employment Benefits

Choosing a career with Citizens Financial Group, Inc. means opting for a comprehensive package of benefits. We believe in supporting our team members not only in their professional lives but also in their personal growth and well-being.

Inclusive Culture and Diversity Training

We pride ourselves on a workplace culture that embraces diversity and inclusivity. Regular diversity training ensures that our team members appreciate and leverage the unique backgrounds and perspectives that each individual brings to the company.

Professional Growth and Leadership Development

Continuous learning is at the core of our professional development agenda. With access to leadership development programs and tailored training, you can advance your career and leadership skills at Citizens Financial Group, Inc.

Innovation at Work

Innovation is key to staying competitive in the financial industry. At Citizens Financial Group, Inc., you’ll work alongside talented professionals who are pushing the boundaries of what’s possible in financial services.

Networking and Career Advancement

Our company not only provides job opportunities but also fosters an environment where networking and professional connections flourish. This supportive network is vital for career advancement and personal growth within the industry.

Join Our Team

Are you ready to take the next step in your career? Explore the open positions at Citizens Financial Group, Inc. and find where your skills and passions align with our needs. We are continuously hiring and looking for new talents to join our robust team.

Stay Connected

Keep up to date with the latest career tips, industry insights, and job openings at Citizens Financial Group, Inc. Subscribe to our careers blog and personalize your job alerts to match your preferences and career goals.

Prepare for Your Interview

Make a great first impression. Prepare for your interview with us by researching our company culture, reviewing your resume, and coming ready to discuss how your experience and skills align with the position you are applying for. At Citizens Financial Group, Inc., we are more than just a financial institution; we are a place where you can make a difference. Join us and transform your career with a company that values your unique talents and aspirations.
Learn more about Citizens Financial Group, Inc
Size
17,463 employees
Market Cap
$19.3 billion
Industry
Net Income
$1 billion
Founded
1828
5 Year Trend
+2.6%
NASDAQ

Similar Jobs

More Jobs at Citizens Financial Group, Inc

  • Product Manager - CIAM
    $142K — $185K *
    Westwood, MA 02090 (Norfolk County)
    Enterprise Technology
    In-Person
  • Product Manager - CIAM
    $142K — $185K *
    Iselin, NJ 08830 (Middlesex County)
    Information Technology
    In-Person
  • Product Manager - CIAM
    $142K — $185K *
    Plano, TX 75024 (Collin County)
    Enterprise Technology
    In-Person
  • Product Manager - CIAM
    $142K — $185K *
    Phoenix, AZ 85032 (Maricopa County)
    Enterprise Technology
    In-Person
  • Product Manager - CIAM
    $142K — $185K *
    Charlotte, NC 28209 (Mecklenburg County)
    Enterprise Technology
    In-Person

More Business Services Jobs

Find similar Consumer Call Monitoring Manager jobs: