Gen AI Quality Assurance Analyst

Citizens Bank; Rhode Island; Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Citizens Bank seeks a Gen AI QC SME to review AI-generated complaint outputs, ensure accuracy, consistency, and defensibility. The role supports calibration, validates fixes, and communicates findings across the organization.

Responsibilities include completing QA observations, generating reports to identify trends, and maintaining rigorous QA/QC practices while collaborating with management to address any risks or compliance concerns.

Formación

• Handle complaints and review transcripts to adjudicate outputs.
• Familiar with regulatory-sensitive signals and severity criteria.
• Apply criteria consistently across reviewers.
• Document reason codes and rationale for overrides.

Responsabilidades

• QA observations to ensure accurate complaint capture.
• Create and view reports to identify trends.
• Maintain systematic QA/QC processes with accuracy, thoroughness, and effectiveness.
• Communicate with management at all levels.
• Identify risk opportunities/compliance concerns observed through observations to management.

Conocimientos

Complaint handling

Transcript review

Regulatory signals

Documentation discipline

Escalation handling

Descripción del empleo

Citizens Bank seeks a Gen AI QC SME to review AI-generated complaint outputs, ensure accuracy, consistency, and defensibility. The role supports calibration, validates fixes, and communicates findings across the organization.

Responsibilities include completing QA observations, generating reports to identify trends, and maintaining rigorous QA/QC practices while collaborating with management to address any risks or compliance concerns.