Office Of The Customer QA Analyst

Citizens Bank; Johnston (RI); On-site; USD 65,000 - 90,000; Full time

Job summary

Citizens Bank is seeking a Gen AI QC SME to review AI-generated complaint outputs for accuracy, consistency, and defensibility. The role involves working in a shared queue, applying sound judgment, documenting decisions, and escalating material risk when needed.

The successful candidate will support calibration, validate fixes and new capabilities, and maintain strong relationships with management across the organization. Quick learning and independent work are essential.

Qualifications

• Experience evaluating AI-generated outputs for accuracy and defensibility.
• Familiar with complaint handling and escalation procedures.
• Ability to apply and document criteria consistently.
• Strong attention to regulatory signals and risk indicators.
• Proficient in documenting overrides with rationale.

Responsibilities

• Perform QA observations on AI solutions to ensure accurate complaint capture.
• Create and review reports to identify trends and share findings.
• Maintain commitment to QA/QC with rigorous methods.
• Communicate effectively with management at all levels.
• Identify risk opportunities and escalate material concerns promptly.
• Learn new subject matter quickly to support enterprise objectives.

Skills

QA/QC judgement

Regulatory signals

Transcript review

Documentation of overrides

Platform queue experience

Job description

Description

The Gen AI QC SME reviews AI-generated complaint and tagging outputs to ensure accuracy, consistency, and defensibility. They work a shared queue, apply sound judgment, document decisions and overrides, and escalat material risk when needed. They also support calibration and validate fixes and new capabilities to improve overall quality.

Job Responsibilities

Completing QA observations on the Gen AI Solution to ensure accurate complaint capture as per the Citizens Complaint Policy.

Creating and viewing reporting to identify trends and share re

Fully committed to quality assurance and able to perform a systematic approach to QA/QC process with accuracy, thoroughness, and effectiveness.

Maintain/Create strong relationships and effectively communicate with all levels of management.

Learn new subject matter quickly to support an Enterprise-wide understanding of objectives.

Ability to work independently and self-manage workload with minimal guidance
Identifying any risk opportunities/compliance concerns observed through completed observations to management.

Required Skills

Complaint handling and transcript review judgment sufficient to adjudicate low- and medium-confidence model output.

Working knowledge of regulatory-sensitive complaint signals, Severity 1 criteria, and vulnerability or hardship disclosures.

Ability to apply complaint types and include/exclude criteria consistently across reviewers.

Evidence-based documentation discipline: reason codes, prompt versions, and supporting rationale for every override.

Comfort working in an evaluation platform queue environment and meeting same-business-day escalation requirements.

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.