The Quality Analyst 1 in CBPS is a developing professional role. This role identifies policy and applies specialty knowledge in monitoring and assessing calls. Develops working knowledge of  businesses  practices and standards. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality evaluations being provided to Operations.

 

Responsibilities:

• Keeps abreast of best practices in Quality Assurance.
• Provides input with regards to all training and development needs for assigned personnel.
• Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, etc.
• Applies basic understanding of how own area integrates within own subject area.
• Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
• Direct impact by ensuring the quality of tasks provided by self and others on team.
• Exchanges ideas and information in a concise and logical manner with tact and sensitivity to audience diversity. May act as backup for manager.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

BENEFITS OF WORKING IN CITI:

We offer a competitive salary package of 34-40K and other great benefits including:

• HMO Health Insurance from day 1 for you and your unlimited qualified dependents
• Life Insurance from day 1
• Retirement Plan
• Transportation Allowance
• Rice Allowance
• Medical and Dental Allowance
• Shift Differential
• Tuition Fee Reimbursement
• Bereavement Assistance
• Total of 35 leaves credits in a year

Qualifications:

• Solid skills in Microsoft Office suite (e.g. Word, Excel, Outlook)
• Experience as a Customer Solutions Officer is preferred; possesses Product, Process and Policy Mastery
• Previous experience as a Process Control Officer (Intermediate Level) and/or has had similar Banking/Audit experience

Education:

• Bachelor’s/University degree or equivalent experience

Applicants with completed application forms have the option to visit our Career Center (Citi Plaza BGC) for faster processing.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Please refer to job description.