Office Of The Customer QA 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

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 escalate 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.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.