Consumer QA QC Analyst

Citizens•Johnston, RI

1d•Hybrid

About The Position

The Collections & Recovery QC Analyst is an experienced Quality Control professional who operates independently, applies strong analytical judgment, and contributes meaningfully to QC program effectiveness. This role goes beyond execution to include data analysis, insight generation, procedure ownership, risk support, and leadership through expertise. Analysts influence outcomes, support decision‑making, and serve as a trusted partner to leadership, business lines, Risk, and Audit.

Requirements

1-3 years’ experience in financial industry (Collections Role a plus)
Strong written and verbal communication skills, including exception writing and research summaries
Advanced analytical and problem‑solving skills
Proficient in Microsoft Suite (Excel, PowerPoint)
History of strong performance driven by being self-motivated, taking initiative to turn ideas into actions, and producing significant output at a high level
Aptitude to learn new skills or software independently to be able to provide better guidance and recommendations to colleagues and management
Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously

Responsibilities

Perform QC testing independently across multiple controls or as a subject matter expert (SME) in a defined area
Apply procedures accurately, locate and reference documentation appropriately, and ensure adherence to established standards
Demonstrate deep control knowledge and system understanding
Identify when results, controls, or data do not align with expectations and escalate appropriately
Own follow‑up on assigned work through resolution
Own dashboards and reporting outputs for assigned QC portfolios
Identify trends, themes, and emerging risks across QC results
Compile, analyze, and prepare data and research summaries for leadership consumption
Ensure findings and conclusions are clearly documented, including how outcomes were reached
Support presentations and leadership materials with accurate, well‑structured data
Write, review, and update procedures, including identifying and addressing procedural gaps
Own change control activities, including documentation, validation, and follow‑through
Support procedure inventories and formal review cycles
Collaborate with cross‑functional partners to ensure procedures remain current and effective
Understand how QC work fits into broader business objectives and risk management frameworks
Participate in and support closed‑loop resolution for customer or business impacts
Assist with walkthroughs for Risk, Audit, and GenAI‑related initiatives
Pull, review, and explain documentation for audits and risk issue remediation efforts
Walk through work clearly and confidently with stakeholders and partners
Lead discussions, findings reviews, and BLRs independently with minimal leadership support
Influence outcomes through subject matter expertise rather than direct people management
Act as an escalation point and leadership buffer for Specialists, Leads, and peers
Perform spot checks and colleague reviews, providing coaching and feedback
Develop and support training plans and materials for new or transitioning colleagues
Identify non‑routine or complex issues and refine them prior to escalation
Bring fact‑based analysis and recommended solutions to leadership
Fix broken logic or formulas (e.g., Excel) when identified
Support decisioning on escalations, exceptions, disputes, and corrective actions
Ensure issues are fully worked through to resolution, not just documented
Operate with a strong sense of urgency and accountability for outcomes
Demonstrate adaptability to technology and process changes, including AI impacts
Distinguish clearly between identifying issues and solution ownership, escalating solutions appropriately
Drive outcomes beyond individual QC inventory, supporting broader team needs when required
Model professionalism, reliability, and sound judgment in all interactions