Consumer Call Monitoring Manager

Citizens Bank
United States
Workplace: OnsiteFull timeUSD 75,000 - 96,000 annuallyFunction: Quality & Regulatory (Non-Software)Education: high_schoolSkills: ["Leadership","Attention to detail","Collaboration","Communication","Risk acumen"]

Lead and oversee the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer interactions. Partner with operations, compliance, training, and business leaders to strengthen controls, drive continuous improvement, and translate call monitoring results into actionable coaching insights. Manage a team of call monitoring professionals, ensure calibration and coverage, identify trends and outliers, and support audits, exams, and reviews in a regulated environment.

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FursaFursa
Citizens Bank
Citizens Bank
1 month ago

Consumer Call Monitoring Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 59 minutes agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead and oversee the call monitoring (quality assurance) program to ensure consistent, accurate, and risk-aware evaluation of customer interactions. Partner with operations, compliance, training, and business leaders to strengthen controls, drive continuous improvement, and translate call monitoring results into actionable coaching insights. Manage a team of call monitoring professionals, ensure calibration and coverage, identify trends and outliers, and support audits, exams, and reviews in a regulated environment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of call monitoring professionals and ensure consistent monitoring execution.
  • •Oversee call monitoring evaluations for accuracy, consistency, and adherence to approved criteria and scorecards.
  • •Conduct calibration activities to maintain alignment across evaluators and business partners.
  • •Translate call monitoring results into actionable insights for operations, training, and business line leaders; support coaching and performance improvement.
  • •Oversee quality and trend reporting, identify risks and process gaps, and support audits/exams/reviews through complete documentation and escalation of material issues.

Pay and Benefits

Salary: USD 75,000 - 96,000 annually
Schedule:4-Day Week
Perks:Health InsuranceDentalVisionRetirement BenefitsWellness StipendPaid Leave

Key Requirements

  • •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.
  • •Ability to identify, assess, and communicate risk in a control-focused environment.
Education:High School
Skills:LeadershipAttention to detailCollaborationCommunicationRisk acumen

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website