Job Description

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

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.