The Quality Sr Supervisor provides leadership and supervisory responsibility for medium-sized operational/administrative team(s) of clerical/support employees.
Good understanding of procedures and concepts within own technical/subject area and a basic knowledge of other areas in order to understand how they relate to own area.
Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/job family.
Improves process efficiencies in support of unit objectives. Requires a basic conceptual/practical grounding in policies as they apply to the business.
Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information.
Typically deals with variable issues with potentially broader business impact. Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results.
No direct responsibility for financial or resource planning. Work generally affects own team as well as other closely related work teams.
Full supervisory responsibilities, including duties such as performance evaluation, compensation, hiring, disciplinary actions, and terminations as well as direction of daily tasks and responsibilities.
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.
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.
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 exchange ideas and potentially complex/sensitive information. 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
2-5 years relevant experience
Quality assurance experience is an advantage
Excellent computer and organizational skills.
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.
Additional Skills:
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
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