The Quality Analyst 1 is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. 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 of the tasks/services provided. Impact of the job holder is restricted to own job.
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. 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 MasteryPrevious experience as a Process Control Officer (Intermediate Level) and/or has had similar Banking/Audit experience Education: Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
EL ANALISTA DE CALIDAD EVALUA LLAMADAS DE OPERACIÓN PARA VERIFICAR QUE EL PROCESO LO REALICEN ACORDE A LOS ESTANDARES. CONOCIMIENTOS EN PROCESOS Y SERVICIOS DEL BANCO DE CONTACT CENTER.ESCUCHA DE LLAMADASEVALUAN LAS LLAMADAS DE OPERACIÓN Y VALIDAN QUE OPERACIÓN LO REALIZA BIENCALIBRACIONESBRINDAR SOLUCIONESINTERCAMBIO DE INFO, SENSIBILIDAD EN AUDENCIA Y GENERAR IMPACTO POSITIVO.BUENA ORTOGRAFIA Y REDACCIÓN.------------------------------------------------------
Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Quality------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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