Consumer Call Monitoring Manager

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.