Office Customer QA Analyst

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 escalat material risk when needed. They also support calibration and validate fixes and new capabilities to improve overall quality.

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.

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.

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.