QA QC Analyst

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About the position

The QA/QC Analyst performs quality assurance and control tasks across Consumer Deposits and Loan Servicing production areas. The role requires consistently completing scheduled daily tasks accurately and in compliance with bank policies, procedures, and regulatory guidelines, while meeting prescribed service level agreements and responding to stakeholder priorities in a fast-paced, high-volume, deadline-controlled environment. The Analyst reviews regulatory and operational requirements, follows established processes to ensure consistency, and escalates policy, procedure, or regulatory violations to management. The role also involves building and maintaining partnerships with the business, supporting and training team members, identifying opportunities to improve quality control efficiency and productivity, and adapting to change initiatives. The Analyst may assist with routine customer complaints or issues and is expected to focus on accurately and efficiently meeting customer needs. The position requires adherence to a set schedule, though extended hours may be necessary depending on workload. Special projects or other duties may also be assigned. The schedule is 40 hours per week, Monday through Friday, 8:30 a.m. to 5:00 p.m., with some flexibility and possible changes. The position is currently hybrid, with four days in the office and one day remote, subject to change, in Johnston, Rhode Island.

Responsibilities

  • Perform QA/QC functions to ensure operations teams follow existing Citizens policies and procedures and regulatory guidelines.
  • Escalate violations to management so business line managers can coach accurately and appropriately.
  • Build and maintain partnerships with the business.
  • Assist with building and maintaining the team, including training new team members and providing support where needed.
  • Proactively identify opportunities for change that add value to business objectives and enhance the customer experience.
  • React to and/or implement change initiatives as needed.
  • Complete scheduled daily tasks accurately and in compliance with bank policies and procedures.
  • Meet prescribed service level agreements while accommodating stakeholder priorities.
  • Assist with resolving routine customer complaints or issues accurately and efficiently when called upon.
  • Complete required regulatory training and use the bank's learning resources to expand knowledge.
  • Adhere to the assigned schedule; work extended hours when workload requires.
  • Perform special projects and other duties as assigned.

Requirements

  • 3–5 years of experience working in an operations environment.
  • High school diploma or equivalent required.
  • Highly organized and detail oriented.
  • Exceptional written and verbal communication skills.
  • Self-directed with excellent time management skills.
  • Strong analytical skills.
  • Ability to work under pressure with efficiency and accuracy.
  • Ability to plan and prioritize workload.
  • Ability to provide backup support in all aspects to staff.
  • Ability to multitask and function efficiently in a high-volume, fast-paced, deadline-oriented environment.
  • Proficient in MS Word, Outlook, and Excel.
  • Positive and customer-focused mindset.

Nice-to-haves

  • Associate degree or bachelor's degree in a relevant field, or equivalent work experience.
  • Three years of experience providing exceptional customer service in an operations environment, preferably within a financial institution.
  • Strong understanding of general banking products, including deposits, home equity, unsecured lending, student loans, credit cards, and auto loans.
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