<p>Description</p> <p>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.</p> <p>Primary responsibilities include</p> <p>People & Program Management</p> <ul> <li>Lead, coach, and develop a team of call monitoring professionals, setting clear expectations and ensuring consistent execution of monitoring standards. </li><li>Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels. </li><li>Foster a culture of accountability, continuous improvement, and quality excellence. </li></ul> <p>Call Monitoring & Quality Oversight</p> <ul> <li>Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards. </li><li>Ensure calibration activities are completed regularly to maintain alignment across evaluators and business partners. </li><li>Review trends, themes, and outliers to identify areas of risk, process gaps, and coaching opportunities </li></ul> <p>Business Partnership</p> <ul> <li>Serve as a trusted partner to operations, training, and business line leaders by translating call monitoring results into clear, actionable insights. </li><li>Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving business needs and regulatory expectations. </li><li>Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and well-documented </li></ul> <p>Risk & Control Mindset</p>