Citi Group CitiService Client Experience Sr Trainer & QA Analyst - BOGOTA 

Colombia, Antioquia, Medellín 

882611624

Training Responsibilities

• Develop, implement, and evaluate training programs for the new hires and internal teams (in person and online), assuring that programs are effective and aligned with the company's strategic goals.
• 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.
• Monitor the quality and effectiveness of training programs, conducting ongoing performance analysis and adjusting as needed.
• Deliver training sessions both in-person and virtually for CitiService teams.
• Work closely with HR business partners to ensure training programs are aligned with business needs and meet regulatory and corporate standards.
• Develop training materials and validate content, ensuring consistency and alignment with internal and external policies.
• Measure and report on the effectiveness
• Deliver regular updates on current and upcoming projects to senior audience.
• 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
• Identifying and documenting defects, failures performing case evaluation
• 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
• Work with management team to research, create and promote and implement strategies to improve service quality and customer satisfaction.
• 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.
• Thoroughly reviewing processes to identify potential errors or inconsistencies.
• Requires attention to detail when making judgments based on the analysis of information.
• Applies professional judgment when interpreting quality review data.

Qualifications:

• 5-8 years of previous financial services experience preferred, 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
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor's degree/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.

Time Type:

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