Citi Group Client Experience Trainer & Quality Lead Analyst 

Poland, Warmian-Masurian Voivodeship 

426111604

Training Responsibilities:

• Develop and implement a global training strategy to enhance customer service performance, ensuring alignment with corporate vision and business objectives
• Design, edit, and validate training materials to ensure alignment with the CitiService learning objectives, policies, and procedures
• Deliver training sessions both in-person and virtually for CitiService teams
• Monitor the quality and effectiveness of training programs, conducting ongoing performance analysis and adjusting as needed

Quality assurance responsibilities:

• Lead and execute the quality Independently reviews for customer interactions, leveraging analytical thinking and advanced data methodologies
• Identify and fill any relevant issues and quality gaps with an appropriate score. Deliver feedback delivered to the respective individual
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews
• Work with management team to research, create and promote and implement strategies to improve service quality and customer satisfaction
• Provide executive level insights on quality trends, performance metrics, and strategic recommendations for service improvement

Qualifications:

• 6-10 years of customer service experience
• Experience in designing and implementing both in person and e-learning training programs
• Demonstrated ability to lead, drive results and implement change in a rapidly changing, goal-oriented environment
• Clear and concise written and verbal communication skills
• Proficient in Microsoft office and learning management systems
• Proactive leadership skills to manage projects
• Attention to detail when making judgments based on the analysis of information
• Proficiency in English (both written and spoken)

What we Offer:

• Competitive salary connected with annual salary review and discretionary annual performance bonus
• Social benefits (private healthcare, award winning pension scheme, multisport, life insurance, holiday allowance, anniversary program, competitive maternity and paternity scheme)
• Hybrid model of work – from modern offices and from home, flexible working hours
• Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
• Structured onboarding process and extensive training offering (e.g. including Udemy, Degreed)
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• Unlimited development opportunities within Citi global network.
• Exposure to a wide range of internal stakeholders as well as to senior management

Time Type:

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