QA Manager- Communications

Manager of Citizens' Communications Quality Assurance

The Manager of Citizens' Communications Quality Assurance team leads the strategy, execution, and continuous improvement of quality assurance processes for personalized customer-facing communications across digital channels, including email, SMS, mobile applications, and real-time decisioning platforms prior to production release. This role ensures accuracy, compliance, consistency, and customer-level precision in all outbound communications, enabling Citizens to deliver high-quality, error-free customer experiences. The QA Manager will also work closely with the Communications Platform Product Owners on the development and oversight of end-to-end data and process controls contributing to the overall health of the communications platform.

The QA Manager is responsible for overseeing a team of QA specialists, establishing testing and governance standards, partnering with cross-functional stakeholders, and driving process optimization through automation, data‑driven insights, and innovation, such as introducing AI capabilities to the QA process. They will also drive continuous improvement through metrics, audits, and root‑cause analysis. The ideal candidate balances strong people leadership with hands‑on QA expertise and the ability to influence outcomes across marketing, technology, and compliance teams.

Hours per Week: 40

Schedule:

Monday Friday

Hybrid: 4 days per week onsite, 1 day remote

• Customer Empowerment
• Diversity and Inclusion Practice

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.

Equal Employment and Opportunity Employer

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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.

• Job Identification 47238
• Job Category Technology
• Posting Date 06/05/2026, 12:43 PM
• Apply Before 07/31/2026, 04:00 AM
• Degree Level Bachelor's Degree
• Job Schedule Full time
• Job Shift 1st
• Locations 200 Station Drive, Westwood, MA, 02090, US 4249 Easton Way Suite 200, Columbus, OH, , US
• Working Hours 40
• Career Site Category Data Analytics