Citi Group Associate Quality Analyst - Special Investigations Unit Hybrid 

United States, Texas 

690376490

The Assoc Quality Analyst 2 is a developing professional role. This role identifies policy and applies specialty knowledge in monitoring and assessing processes and data. 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. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. 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:

• Complete Decision Effectiveness (DE) and Quality reviews for multiple lines of business.
• Conducts re-scores of QA and managers Quality samples.
• Conduct regulatory sampling to ensure the business is compliant.
• Ability to represent the department as Subject Matter Expert (SME) on projects.
• Applies working knowledge of Process and Procedures (P&P’s) and regulatory requirements in the re-score and call study processes.
• Stays current on Alerts, Change Training and Citi products that potentially impact quality and call studies.
• Responsible for complaint accuracy reviews and escalation.
• Work first level escalation for disputes from managers.
• Assist with dispute appeal resolution.
• Resolve agent action requirements from quality samples.
• Responsible for scheduling / tracking based on monthly work plan provided by the manager.
• Ensures the quality and timeliness of services provided are performed within established guidelines.
• Facilitates cross-site calibration sessions with Senior Supervisors and Senior Managers to promote consistency in Quality and DE Monitoring scoring.
• Drive required changes to the HUB or Citisource.
• Support Cross Training activities.
• Provides informal guidance or on-the-job-training to new team members.
• Provides and supports training for offshore Quality Agents.
• Liaise between various work groups for clarification on P&P’s or compliance related items.
• Conducts in depth targeted sampling to provide operational insights to the business.
• Analyzes call study results for call center trends and process improvement opportunities.
• Compiles basic reporting on monitoring performance or call study results.
• Maintains a Client Experience focus, making relevant recommendations to improve the overall client experience.
• Provides guidance and establishes scoring criteria for procedural changes that impact Quality and DE.
• SharePoint Administration.
• Support MCA related activities as needed.
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity.
• Preform Adhoc requests from Operations.

Qualifications:

• 0-2 years relevant experience, currently working in Fraud

• Retail Bank knowledge a plus

• Bachelor’s/Universitydegree or equivalent experience
• Bilingual a plus but not required

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

FRAUD EXPERIENCE IS VITAL FOR THIS POSITION.

Job Grade:B10

Monday through Friday, 7am to 3:30pm or 8am to 4:30pm EST

Anticipated Posting Close Date:

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