Description

The Call Monitoring QC Senior Specialist plays a critical role in ensuring that customer interactions within Consumer Operations meet regulatory, operational, and service standards. This role is responsible for reviewing recorded agent calls to assess compliance with internal procedures and external regulations, driving quality improvements and risk mitigation across multiple contact centers. The Sr. Specialist must possess the ability to work in a fast paced, high volume, and deadline-controlled environment. The calls reviewed can be multifaceted and may require routine decision-making abilities. The candidate must be able to recognize and respond to shifting priorities, all while maintaining accuracy and completeness of the assigned workload.  Both regulatory and operational requirements are reviewed for accuracy, timeliness & completeness, therefore, attention to detail as well as strong written and verbal communication skills are necessary. 

Primary responsibilities include

Conduct quality evaluations of inbound and outbound calls handled by Consumer Ops agents, focusing on regulatory compliance (e.g., UDAAP, TCPA, FDCPA) and operational accuracy.Document findings and deliver actionable feedback to agents and supervisors to support coaching and performance improvement.Identify patterns of non-compliance or service gaps and escalate issues to QA leadership and Risk partners as needed.Collaborate with training and operations teams to align call monitoring insights with agent development programs.Participate in calibration sessions to ensure consistency in scoring and interpretation of quality standards.Maintain detailed records of evaluations and contribute to reporting for internal audits and performance reviews.Stay informed on regulatory changes and internal policy updates that impact call handling procedures

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications1-3 years’ experience in financial industry (Collections or Fraud role a plus)Strong organizational, research and communication skillsIntermediate proficiency in Microsoft Suite (Excel, PowerPoint)History of strong performance driven by being self-motivated, taking initiative to turn ideas into actions, and producing significant output at a high levelAptitude to learn new skills or software independently to be able to provide better guidance and recommendations to colleagues and managementProven organization skills, attention to detail, and ability to handle multiple projects simultaneously Preferred Qualifications1+ year QA/QC experienceAssociates or Bachelor’s Degree preferred.  Relevant work experience may be substituted in lieu of degree.

Hours & Work Schedule

Hours per Week: 40Work Schedule: Monday – Friday, 8am-4:30pmHybrid: 4 days in office, 1 day work from home

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.