Citi Group Supervisor Senior de Calidad 

Mexico, Mexico City 

554821921

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 exchanges 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.
• 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

Time Type:

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