Quality Assurance Specialist- Communications

The Communications Quality Assurance Specialist is a key member of the Quality Assurance team responsible for ensuring accuracy, consistency, and high-quality delivery of personalized customer communications across channels such as email, SMS, mobile app, and real-time decisioning platforms.

This role requires strong analytical thinking, attention to detail, and the ability to question assumptions thoughtfully and constructively. The ideal candidate is a collaborative problem-solver who can influence decisions through clear reasoning, data-driven insights, and effective communication.

• Gather and analyze business requirements for targeted customer communications.

• Translate requirements into comprehensive test data sets and prepare corresponding records for deployment within the Pega decision engine.

• Identify opportunities to streamline, optimize, and automate testing and data management processes.

• Execute end-to-end testing to validate message delivery, formatting, sequencing logic, and customer-level accuracy across communication channels.

• Document test results thoroughly and maintain organized, auditable testing records.

• Develop, update, and maintain process documentation and standard operating procedures.

• Manage stakeholder approval workflows and ensure proper governance protocols are followed.

• Collaborate with cross-functional teams in an Agile environment to support testing activities and data needs.

• Strong written, verbal, and organizational skills.

• Proficiency with Microsoft Excel and PowerPoint.

• Ability to work independently, manage competing priorities, and adapt quickly to changing requirements.

• Experience with Pega is preferred but not required.

• 1–2 years of experience in an analytical, data-driven, or QA-focused environment preferred.

• Experience with SQL and/or Python for data manipulation and transformation is highly desirable.

• No formal degree required with relevant professional experience.

• Bachelor’s degree in Computer Science, Mathematics, Statistics, Data Analytics, or a related field is a plus.

Hours per Week: 40

Schedule: Monday–Friday

Hybrid: 4 days per week on site, 1 day remote

Pay Transparency

The salary range for this position is $91,000 - $121,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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 .

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.