Office Of The Customer QA Analyst

Citizens • Johnston, RI

14d

About The Position

The Gen AI QC SME reviews AI-generated complaint and tagging outputs to ensure accuracy, consistency, and defensibility. The role works within 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 recording 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.
• Ability to communicate effectively with all levels of management.
• Ability to work independently and 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.
• Perform a systematic QA/QC process with accuracy, thoroughness, and effectiveness.
• Maintain strong relationships and communicate effectively with all levels of management.
• Learn new subject matter quickly to support an enterprise-wide understanding of objectives.
• Work independently and self-manage workload with minimal guidance.
• Identify risk opportunities and compliance concerns observed through completed observations and bring them to management’s attention.
• Review AI-generated complaint and tagging outputs for accuracy, consistency, and defensibility.
• Document decisions and overrides, escalate material risk, support calibration, and validate fixes and new capabilities.

What This Job Offers

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