Customer Service Analyst 2 - C10 - BOGOTA

The Customer Service Trainer & Quality Review Analyst 2 is an intermediate-position responsible for both designing and delivering training programs for customer service teams, as well as monitoring and evaluating customer service interactions (voice-non voice) to ensure compliance with company standards, and to identify areas for improvement. This role is critical for improving both the performance and quality of customer service by providing ongoing training, evaluating interactions, and driving continuous improvement efforts across teams.

Training Responsibilities

• Design, edit, and validate training materials to ensure alignment with the CitiService learning objectives, policies, and procedures.
• Collaborate with other learning advisors and stakeholders to identify and prioritize training opportunities that support business outcomes.
• Assess training needs and develop innovative programs to improve key employees’ skills and competencies, focusing on continuous improvement.
• Deliver training sessions both in-person and virtually for CitiService teams.
• Develop training materials and validate content, ensuring consistency and alignment with internal and external policies.
• Measure and report on the effectiveness
• Be proactive and participative, work as a team and collaboratively developing multiple activities contributing new ideas
• Contribute to short and long-term projects and engage with global partners where necessary to meet client requirements

​Quality assurance responsibilities

• Independently leads quality control reviews, applying analytical thinking and knowledge of data analysis and quality review methodologies
• The relevant issues or and any quality gaps are identified and filled with an appropriate score, and feedback delivered to the respective individual
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews.
• Ensuring quality standards are met, and communicating findings effectively; often requiring strong attention to detail
• Analyzing Quality results and producing clear, concise reports to highlight issues and recommend solutions. Working closely with stakeholder’s teams to resolve identified issues and ensure quality standards are met. 
• Implementing and maintaining quality assurance processes and standards within the organization. 
• Communicating findings and recommendations effectively both verbally and in writing to stakeholders. 
• Applies professional judgment when interpreting quality review data.

Qualifications:

• 0-2 years of relevant experience, English - Fluent.
• Experience in designing and implementing both in person and e-learning training programs.
• Clear and concise written and verbal communication skills.
• Proactive leadership skills to manage projects independently.
• Ability to provide constructive feedback to colleagues.
• Analytical thinking, problem-solving skills.
• Service orientation, professionalism, proactiveness and strong client focus.
• Proficient in Microsoft office and learning management systems.
• Detail-oriented and results-driven.
• Organizational & administrative skills
• client relationships and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

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