QA QC Associate

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

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 .