Quality Analyst 2 - C10

The Quality Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Reviews performance over time and calculates/analyzes performance trends.
• Partners with business and/or training to identify performance issues; independently develops performance improvement tools.
• Recommends specific action steps to improve quality.
• Analyzes processes, identifies gaps and formulates policies that have limited but direct impact on the business.
• Provides judgments and recommendations to management based on quality reviews.
• Applies good understanding of how the team interacts with others in accomplishing the goals of the area.
• Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data.
• Interprets data and makes recommendations.
• Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Limited but direct impact on the business through the quality of the tasks/services provided.
• Develops working knowledge of industry practices and standards.
• Ensures work output is consistent and achieves the required quality standard by maintaining attention to detail and adherence to organisational processes
• 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:

• 0-2 years relevant experience
• Previous experience as a Customer Solutions Officer is preferred
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. • - Solid skills in Microsoft Office suite (e.g. Word, Excel, Outlook)
• Attentive to detail and possesses high analytical skills
• Working knowledge of specialised products, processes, systems & services
• Bilingual English (90%)

Skills

• Problem-solving:Identifying and resolving quality issues.

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.

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.