Consumer QA QC Associate

Job Description

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.

Key Responsibilities

Quality Control Execution & Expertise

• 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

Data Analysis, Reporting & Insights

• 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

Procedure Ownership & Change Management

• 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

Business & Risk Partnership

• 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

Leadership Through Expertise

• 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

Problem Solving & Decision Support

• 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

Professionalism & Impact

• 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
  Qualifications, Education, Certifications and/or Other Professional Credentials

• 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
  
  
  Hours per Week: 40
  Work Schedule: 8:00am-5:00pm (in office 4 days a week - Johnston, RI)

About Us

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

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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.