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Flexible Inmate Call Monitoring Jobs (NOW HIRING)

Citizens

Consumer Call Monitoring Manager

Johnston, RI

$75K - $96K/yr

The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality ... leave, flexible work arrangements, education reimbursement, wellness programs and more. Note ...

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$30 - $53/hr

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Prism Vision Group

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Berkshire Bank

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$20.50 - $32.12/hr

Works with Customer Support Manager to monitor department goals and objectives. May work with ... Flexible work schedule expectation support staff onsite as needed. Skills & Knowledge: * Customer ...

3 Day Blinds

Call Center Representative

Dallas, TX

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and ... Detail-oriented, flexible, and able to multitask in a fast paced environment * Focused on providing ...

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3 Day Blinds

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3 Day Blinds

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$18 - $19.50/hr

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3 Day Blinds

Call Center Representative

Dallas, TX

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A self-starter who consistently meets established productivity, schedule, call monitoring and ... Detail-oriented, flexible, and able to multitask in a fast paced environment * Focused on providing ...

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3 Day Blinds

Call Center Representative

Austin, TX

$18 - $19.50/hr

A self-starter who consistently meets established productivity, schedule, call monitoring and ... Detail-oriented, flexible, and able to multitask in a fast paced environment * Focused on providing ...

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3 Day Blinds

Call Center Representative

Fort Worth, TX

$18 - $19.50/hr

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3 Day Blinds

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Sacramento, CA

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How much do flexible inmate call monitoring jobs pay per hour?

As of Aug 2, 2026, the average hourly pay for flexible inmate call monitoring in the United States is $14.35, according to ZipRecruiter salary data. Most workers in this role earn between $11.54 and $14.42 per hour, depending on experience, location, and employer.
What cities are hiring for Flexible Inmate Call Monitoring jobs? Cities with the most Flexible Inmate Call Monitoring job openings:
What are the most commonly searched types of Inmate Call Monitoring jobs? The most popular types of Inmate Call Monitoring jobs are:
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Flexible Inmate Call Monitoring jobs near you

Consumer Call Monitoring Manager

Citizens Bank

Johnston, RI • On-site

$75K - $96K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 28 days ago

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 prefered.
  • 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

PayTransparency
The salary range for this position is $75,000 - $96,000 per year. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .
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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
Job Applicant Data Privacy Policy
Background Check
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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