**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.- 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.**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 experienceThis 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 LLAMADAS- EVALUAN LAS LLAMADAS DE OPERACIÓN Y VALIDAN QUE OPERACIÓN LO REALIZA BIEN- CALIBRACIONES- BRINDAR SOLUCIONES- INTERCAMBIO 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- Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.View the **EEO Policy Statement**.View the **Pay Transparency Posting