Office Of The Customer QA Analyst
Citizens Financial Group · Johnston, Rhode Island, United States
The Gen AI QC SME reviews AI-generated complaint and tagging outputs to ensure accuracy, consistency, and defensibility. They work a shared queue, apply sound judgment, document decisions and overrides, and escalate material risk when needed. They also support calibration and validate fixes and new capabilities to improve overall quality. The Gen AI QC SME reviews AI-generated complaint and tagging outputs to ensure accuracy, consistency, and defensibility. They work a shared queue, apply sound judgment, document decisions and overrides, and escalate material risk when needed. They also support calibration and validate fixes and new capabilities to improve overall quality.
Job Responsibilities
Completing QA observations on the Gen AI Solution to ensure accurate complaint capture as per the Citizens Complaint Policy.
Creating and viewing reporting to identify trends and share re
Fully committed to quality assurance and able to perform a systematic approach to QA/QC process with accuracy, thoroughness, and effectiveness.
Maintain/Create strong relationships and effectively communicate with all levels of management.
Learn new subject matter quickly to support an Enterprise-wide understanding of objectives.
Ability to work independently and self-manage workload with minimal guidance
Identifying any risk opportunities/compliance concerns observed through completed observations to management.
Required Skills:
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: 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.