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Does recent news have you questioning a career in banking? Citizens is well capitalized, has a strong liquidity position and is regulated by the Fed and OCC.

Home Mortgage Loss Mitigation Quality Assurance Analyst

Customer Service and Call Center

Glen Allen, Virginia

Job ID: 24061

Full/Part Time: Full Time

Shift: 1ST


As the Quality Assurance Analyst, you will participate, in a team environment, to define the target state for monitoring and testing for assigned products, processes and services. Under direction, the Analyst will complete quality control testing for one or more lines of business and/or products. Working within established timelines, the Analyst will deliver control testing and risk monitoring activities which are critical to determining control environment effectiveness. In this role, the Analyst will gain an understanding of business processes and will develop fundamental control assessment skills.

  • The primary focus of the Quality Assurance (QA) team is to design and execute quality assurance testing. QA results aid the line of business by ensuring process and controls are functioning properly and that data elements are flowing completely and accurately from input through to regulatory and management reporting.
  • Identifies and develops ways to improve the quality, capability, or efficiency of the testing process. 
  • Builds strong relationships with partners and business line management, across the various business lines, sharing monitoring and testing outcomes.
  • Documents testing results results in system of record. Demonstrates knowledge of Business Line processes and control monitoring skills through increased independence on work tasks while maintaining quality. Documents changes in process as required
  • Maintains up-to-date understanding of business processes along with regulatory requirements for quality assurance testing and controls.


  • Ability to juggle multiple work efforts and to quickly change direction
  • PC skills including proficiency in all Microsoft Office programs including MS Word, Excel, Outlook and database applications
  • Self-motivated individual who can work independently and as an engaged member of a team
  • Organizational skills and ability to handle multiple tasks to meet tight deadlines
  • Strong oral and written communications skills
  • 2-4 years business line experience
  • Knowledge of banking/brokerage products and operations; regulatory requirements; and key processes, controls, and exposure areas a plus
  • Experience delivering under tight deadlines while maintaining quality standards
  • Excellent interpersonal skills

Hours & Work Schedule

Hours per Week: 40

Work Schedule:  Monday-Friday

This position is in the office

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received


The Banker’s Bank of the Year


Dave Thomas Foundation for Adoption Top 100 Best Adoption-Friendly Workplace


Noteworthy Company for Diversity


Human Rights Campaign Best Places to Work for LGBTQ Equality


Military Friendly Employer

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