QA QC Associate

Citizens Bank
United States
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringEducation: bachelorsSkills: ["Analytical judgment","Self-directed","Problem-solving","Ownership","Communication"]

Operate independently across Quality Assurance and Quality Control for mortgage servicing, performing QC testing and call monitoring across default and servicing activities. Apply investor and regulatory guidelines to assess agent adherence, disclosures, and customer experience standards, and document errors with the applicable requirements. Own QA/QC dashboards and reporting, identify trends and emerging risks, support calibration and procedure updates, and partner with Risk, Audit, and leadership on remediation and findings reviews.

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FursaFursa
Citizens Bank
Citizens Bank
3 days ago

QA QC Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Operate independently across Quality Assurance and Quality Control for mortgage servicing, performing QC testing and call monitoring across default and servicing activities. Apply investor and regulatory guidelines to assess agent adherence, disclosures, and customer experience standards, and document errors with the applicable requirements. Own QA/QC dashboards and reporting, identify trends and emerging risks, support calibration and procedure updates, and partner with Risk, Audit, and leadership on remediation and findings reviews.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Entry level

Key Responsibilities

  • •Perform QC testing and call monitoring across default and servicing activities independently, or serve as a subject matter expert in a defined area.
  • •Read, interpret, and apply investor and regulatory guidelines to evaluate business line performance and identify errors, gaps, or risks.
  • •Assess agent adherence to regulatory requirements, investor guidelines, scripting, disclosure obligations, and customer experience standards.
  • •Own QA/QC dashboards and reporting outputs; identify trends, themes, and emerging risks and document findings and conclusions with supported sources.
  • •Support calibration sessions, write/review/update QA & QC procedures, complete change control activities, and partner with Risk and Audit on walkthroughs and remediation efforts.

Key Requirements

  • •1–3 years of experience in the mortgage or consumer industry, with exposure to default and servicing functions a plus.
  • •Experience in QC testing, QA monitoring, compliance, audit, or regulatory review within mortgage servicing preferred.
  • •Working knowledge of guidelines such as FHA, VA, Fannie Mae, Freddie Mac, RESPA, CFPB, SCRA, and FDCPA, or demonstrated ability to learn them quickly.
  • •Strong written and verbal communication skills, including exception writing and the ability to explain regulatory findings to non-technical audiences.
  • •Proficiency in Microsoft Office (especially Excel, including formulas, pivot tables, and data validation) and PowerPoint.
Experience:Mortgage servicingConsumer bankingComplianceAudit
Education:Bachelor's
Skills:Analytical judgmentSelf-directedProblem-solvingOwnershipCommunication
Languages:US
Tech Stack:Microsoft OfficeExcelPowerPoint

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website