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Quality Assurance Lead – Call Monitoring & Coaching
Job in
Johnston, Providence County, Rhode Island, 02919, USA
Listed on 2026-07-27
Listing for:
Citizens
Full Time
position Listed on 2026-07-27
Job specializations:
-
Quality Assurance - QA/QC
Regulatory Compliance Specialist, QA Specialist - Analyst/Manager, Quality Control - QC Analysts/Managers
Job Description & How to Apply Below
Citizens Call Monitoring Manager will lead a team responsible for the quality assurance program, ensuring consistent and risk-aware evaluation of customer interactions. You will partner with operations, compliance, and training to drive quality outcomes and actionable coaching.
Responsibilities include calibration, monitoring scorecard adherence, and translating results into improvements while supporting audits and change control. 40 hours/week in-office in RI with competitive benefits.
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