Lead Call Quality & Risk Assurance

Citizens; Johnston (RI); On-site; USD 75,000 - 96,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Benefits

Maternity/Paternity Leave

Flexible Work Arrangements

Education Reimbursement

Wellness Programs

Job summary

Citizens is seeking a Call Monitoring Manager in Johnston, RI to lead the quality assurance program for customer interactions. You will manage a team of call monitoring professionals, drive calibration, and partner with operations, training, and risk teams to deliver actionable insights for coaching.

The role emphasizes risk-aware controls, documentation, and continuous improvement, with a schedule of 40 hours per week, primarily in-office (Mon-Fri, 8:00am-5:00pm).

Qualifications

• 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 prefered.
• Experience working in a regulated environment is a plus.

Responsibilities

• Lead, coach, and develop a team of call monitoring professionals.
• Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels.
• Foster a culture of accountability, continuous improvement, and quality excellence.
• Oversee the execution of call monitoring evaluations to ensure accuracy and consistency.
• 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.
• Translate call monitoring results into clear, actionable insights for operations and leadership.
• Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving needs and regulatory expectations.
• Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and well‑documented.

Skills

People leadership

Quality assurance

Attention to detail

Collaboration

Risk acumen

Analytical thinking

Communication

Education

Bachelor’s degree

Job description

Citizens is seeking a Call Monitoring Manager in Johnston, RI to lead the quality assurance program for customer interactions. You will manage a team of call monitoring professionals, drive calibration, and partner with operations, training, and risk teams to deliver actionable insights for coaching.

The role emphasizes risk-aware controls, documentation, and continuous improvement, with a schedule of 40 hours per week, primarily in-office (Mon-Fri, 8:00am-5:00pm).