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.

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

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Equal Employment Opportunity

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, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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