Office Of The Customer QA Analyst

Citizens Financial Group • Johnston, RI

13d

About The Position

The Gen AI QC SME reviews AI-generated complaint and tagging outputs to ensure accuracy, consistency, and defensibility. The role works a shared queue, applies sound judgment, documents decisions and overrides, and escalates material risk when needed. It also supports calibration and validates fixes and new capabilities to improve overall quality.

Requirements

• 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, including 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.
• Commitment to quality assurance and a systematic QA/QC approach characterized by accuracy, thoroughness, and effectiveness.
• Ability to build strong relationships and communicate effectively with all levels of management.
• Ability to learn new subject matter quickly to support an enterprise-wide understanding of objectives.
• Ability to work independently and self-manage workload with minimal guidance.

Responsibilities

• Complete QA observations on the Gen AI solution to ensure accurate complaint capture in accordance with the Citizens Complaint Policy.
• Create and review reporting to identify trends and share results.
• Identify risk opportunities or compliance concerns observed through completed observations and bring them to management's attention.
• Document decisions and overrides with reason codes, prompt versions, and supporting rationale.
• Support calibration and validate fixes and new capabilities to improve quality.
• Work in a shared evaluation-platform queue and escalate material risk when needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed