Citi Group Customer Service Analyst - C10 BOGOTA 

Colombia, Antioquia, Medellín 

57806444

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

Time Type:

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