Call Quality & Compliance Leader

Citizens Bank; Johnston (RI); Hybrid; USD 75,000 - 96,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Retirement benefits

Flexible work arrangements

Job summary

Citizens Bank is seeking a Call Monitoring Manager to lead a quality assurance team, overseeing call evaluations, calibration, and risk-aware practices. You’ll partner with operations, compliance, and training to translate findings into actionable coaching and continuous improvement.

The role emphasizes strong people leadership, collaboration, and attention to detail in a regulated environment. 4 days in office with a 40-hour schedule supports consistent coverage.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Experience in call monitoring, QA, operations, compliance, or risk mgmt.
• Prior people leadership or team lead experience.
• Experience in regulated environments a plus.

Responsibilities

• Lead, coach, and develop call monitoring team.
• Oversee calibration and consistency of evaluations.
• Translate monitoring results into actionable insights for operations.
• Collaborate with training, risk, and business line leaders.
• Ensure documentation and reporting meet controls and governance.

Skills

Leadership

Attention to Detail

Collaboration

Risk Acumen

Analytical Thinking

Communication

Education

Bachelor’s degree or equivalent

Job description

Citizens Bank is seeking a Call Monitoring Manager to lead a quality assurance team, overseeing call evaluations, calibration, and risk-aware practices. You’ll partner with operations, compliance, and training to translate findings into actionable coaching and continuous improvement.

The role emphasizes strong people leadership, collaboration, and attention to detail in a regulated environment. 4 days in office with a 40-hour schedule supports consistent coverage.