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Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

Description The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and riskaware evaluation of customer ...

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How much do call monitoring jobs pay per hour?

As of May 30, 2026, the average hourly pay for call monitoring in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?

To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.

What are some common challenges faced in a Call Monitoring role, and how can they be addressed?

Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.

What is call monitoring?

Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.

How to make $1000 a week remotely?

In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or specialized skills such as quality assurance or compliance. Some positions offer performance-based incentives or bonuses that can increase earnings, but consistent high income usually depends on the employer, workload, and individual performance.

What is the difference between Call Monitoring vs Call Center Agent?

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer service certifications often preferred

Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.

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Call Monitoring jobs near you
Consumer Call Monitoring Manager

Consumer Call Monitoring Manager

Citizens Bank

Johnston, RI • On-site

Full-time

Posted 25 days ago

Job description

Job Description
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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About Us
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.
Equal Employment and Opportunity Employer
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Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

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