Citizens · 13 hours ago
Consumer QA/QC Senior Specialist
One Citizens Bank Way, Johnston, RI, 02919, US
Full-time
Hybrid
Mid, Senior Level
3+ years expCitizens is a financial institution seeking a Consumer QA/QC Senior Specialist to join their Colleague Coaching and Development team. The role involves quality assurance oversight for Fraud & Claims phone colleagues, ensuring compliance with operational and regulatory standards while enhancing the customer experience.
BankingCredit CardsFinancial ServicesFinTechRetail
Responsibilities
Review and monitor colleague phone calls to ensure agents are adhering to existing Citizen’s policies and procedures and regulatory guidelines
Escalate violations identified during call monitoring to ensure appropriate and efficient coaching and corrective action may be implemented by business lines
Identify and mitigate any risk potentials associated with call monitoring and daily processes
Aid in building and maintaining meaningful partnerships with the business line colleagues and managers
Facilitate and attend call calibration sessions with business lines/agencies to discuss ensure calibration, provide observations and opportunities for improvements through subject matter expertise
Assist with structure and maintenance of team including training of new team members and providing support where needed
Proactively identify opportunities for change that add value to the achievement of business objectives and enhance the customer experience
Demonstrate flexibility to change initiatives, process/procedure implementations for the team and the business lines being reviewed
Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately
Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so
Qualification
Required
Highly organized and strong attention to detail
Exceptional written and verbal communication skills
Self-directed with excellent time management and prioritization skills
3-5 years' experience working in an operations environment
Possess and apply strong analytical and effective listening skills
Ability to work under pressure with efficiency and accuracy
Ability to plan and prioritize workload
Provide backup support in all aspects to staff
Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment
Proficient in MS Word, Outlook, and Excel
Positive and customer-focused mindset, adaptable to change
Preferred
5 Years of Experience providing exceptional customer service in a call center environment, preferably within a financial institution
2 years of Experience providing feedback through coaching and/or training
2 years of Experience providing coaching and feedback in a Quality Assurance role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines
2 Years of experience in Collections
2 Years of experience in Fraud Operations and/or Servicing
Mainframe experience: KO/RMS/ALS/IMPACS/TSYS
Fraud Operations Systems: Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon, Threat Matrix, Compass, FPO, Cypress
Company
Citizens
At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
Recent News
2026-01-22
Talk Business & Politics
2026-01-19
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