**Responsibilities**:
- Supervises a medium size team that either handles escalation calls, performs call monitoring/scoring for an area (typically up to 25).
- Evaluates and resolves exceptional/unusual situations.
- Deals with variable quality issues with potentially broader business impact.
- Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, and adequate staffing.
- Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas.
- Ensures the quality of tasks provided by self and others on team.
- Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results.
- Developed communication to exchanges ideas and potentially complex/sensitive information.
May act as backup for manager.
**Qualifications**:
- 2-5 years relevant experience
- Quality assurance experience is an advantage
- Excellent computer and organizational.
- Consistently demonstrates clear and concise written and verbal communication
- Team player with good interpersonal and coaching skills.
- Work effectively well with others.
- Fast learner with analytical skills.
**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.
- Conocimiento de MCA
- Gestión de herramientas para conciliación de data
- Skill en liderazgo para equipos de trabajo multidisciplinarios
- Conocimiento en Quejas y Aclaraciones
- Conocimiento en Operación Contact Center y Cobranza
- Preferentemente conocimiento de procesos de calidad
- Manejo de office intermedio avanzado
- **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