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QA QC AssociateCitizens • United States
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QA QC Associate

Citizens
  • US
    United States
  • US
    United States
Apply Now

About

Description
The QA & QC Lead Analyst is a demonstrated quality professional who operates independently across both Quality Assurance and Quality Control within the Mortgage Default and Servicing space. This role demands strong analytical judgment, a self-directed mindset, and the ability to read, interpret, and apply investor and regulatory guidelines (FHA, VA, Fannie Mae, Freddie Mac, RESPA, Regulation X, CFPB, etc.) to identify errors, gaps, and risks within the business line.
The ideal candidate takes pride in the quality and accuracy of their work and thrives in an environment that requires independent problem-solving. They drive their workload forward with ownership, urgency, and initiative. They also bring a professional, composed, and solution-oriented presence. They adapt well to technology, process changes and communicate findings with confidence. In this role, the analyst supports decision-making and serves as a trusted partner to leadership, business lines, Risk, and Audit.
Key Responsibilities
Quality Assurance and Quality Control
Perform QA call listening and QC testing independently across default and servicing activities, or serve as a subject matter expert (SME) in a defined area
Read, interpret, and apply investor guides (Fannie, Freddie, FHA, VA, USDA, GNMA) and regulatory requirements (RESPA, Reg X, Reg Z, UDAAP, SCRA, FDCPA) to evaluate business line performance
Assess agent adherence to regulatory requirements, investor guidelines, scripting, disclosure obligations, and customer experience standards
Identify when results, processes, or documentation do not align with expectations or requirements and clearly articulate the error and applicable requirement
Reference source documentation appropriately and ensure adherence to established standards
Support calibration sessions to ensure consistent evaluation standards across the team
Write, review, and update QA & QC procedures, including identifying and addressing procedural gaps driven by investor guide updates, regulatory changes, or workflow modifications
Complete change control activities, including documentation, validation, and follow-through
Proactively identify workflow issues within the business line and escalate recommendations
Data Analysis, Reporting & Insights
Own dashboards and reporting outputs for assigned QA & QC portfolios
Identify trends, themes, and emerging risks across QA & QC results
Compile, analyze, and prepare data, research summaries, and presentation materials for leadership consumption; ensure findings and conclusions are clearly documented, including how outcomes were reached and what sources support the conclusion
Business & Risk Partnership
Understand how QA/QC fits into broader mortgage objectives and risk management frameworks
Participate in and support closed-loop resolution for customer or business impacts
Assist with walkthroughs for Risk, Audit, and Modernization Initiatives
Pull, review, and explain documentation for audits and risk issue remediation efforts
Walk through work clearly and confidently with stakeholders and partners; deliver unfavorable findings to the business line with professionalism and poise
Lead discussions, findings reviews, and Business Line Reviews (BLRs)
Influence outcomes through subject matter expertise rather than direct people management
Act as an escalation point for Specialists, Leads, and peers and point of support for leadership
Perform spot checks and colleague reviews, providing coaching and feedback
Develop and support training plans and materials for new or transitioning colleagues
Stay up to date on investor and regulatory changes and translate them into actionable testing criteria
Qualifications, Education, Certifications and/or Other Professional Credentials
1-3 years experience in the mortgage or other consumer industry (exposure to default and servicing functions a plus)
Experience in QA call monitoring, QC testing, compliance, audit, or regulatory review within mortgage servicing preferred or consumer banking
Working knowledge of guidelines: FHA, VA, Fannie, Freddie, RESPA, CFPB, SCRA, FDCPA, or willingness and demonstrated ability to learn them quickly
Strong written and verbal communication skills, including exception writing, research summaries, and the ability to clearly explain regulatory findings to non-technical audiences
Proficient in the full Microsoft Office Suite, including strong Excel skills (formulas, data validation, pivot tables, troubleshooting workbook issues) and PowerPoint
Hours per Week
40
Work Schedule
8:00 AM - 5:00 PM
Work Location
In-office 4 days per week Glen Allen, VA or Johnston, RI
Pay Transparency
The salary range for this position is $26.93 - $37.02 per hour. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
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.
06/29/2026
  • United States

Languages

  • English
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