Mortgage QA/QC Analyst: Quality, Compliance & Insights

Citizens Bank; Irving (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Citizens Bank is seeking a Mortgage Servicing QA & QC Lead Analyst to independently manage QA and QC activities within mortgage servicing, interpreting investor and regulatory guidelines to identify errors and risks. The role requires ownership and proactive problem-solving, partnering with leadership and risk teams to drive quality and controls.

Responsibilities include leading QC testing, data analysis, and cross-functional collaboration; developing and maintaining QA/QC procedures; and

Qualifications

• 1–3 years experience in the mortgage or other consumer industry (exposure to default and servicing functions a plus)
• Experience in QC testing, QA Monitoring, compliance, audit, or regulatory review within mortgage servicing preferred or consumer banking
• Strong written and verbal communication skills, including exception writing, research summaries, and the ability to clearly explain regulatory findings to non-technical audiences

Responsibilities

• Perform QC testing and Call Monitoring independently across default and servicing activities, or serve as a SME in a defined area
• Read, interpret, and apply investor guides and regulatory requirements to evaluate business line performance
• Assess agent adherence to regulatory requirements, investor guidelines, scripting, disclosure obligations, and customer experience standards
• Identify when results, processes, or documentation do not align with expectations or requirements and clearly articulate the error and applicable requirement
• Reference source documentation appropriately and ensure adherence to established standards
• Support calibration sessions to ensure consistent evaluation standards across the team
• Write, review, and update QA & QC procedures, including identifying and addressing procedural gaps driven by investor guide updates, regulatory changes, or workflow modifications

Skills

QC testing

QA Monitoring

Regulatory guidelines

Data analysis

Stakeholder communication

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

Citizens Bank is seeking a Mortgage Servicing QA & QC Lead Analyst to independently manage QA and QC activities within mortgage servicing, interpreting investor and regulatory guidelines to identify errors and risks. The role requires ownership and proactive problem-solving, partnering with leadership and risk teams to drive quality and controls.

Responsibilities include leading QC testing, data analysis, and cross-functional collaboration; developing and maintaining QA/QC procedures; and