Citi Group Client Experience Trainer & Quality Analyst 

Poland, Warmian-Masurian Voivodeship 

962965505

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
• Deliver training sessions both in-person and virtually for internal CitiService teams

Quality assurance responsibilities:

• Independently lead quality control reviews, applying analytical thinking and knowledge of data analysis and quality review methodologies
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews
• Analyze quality results and produce clear, concise reports to highlight issues and recommend solutions. Work closely with stakeholder’s teams to resolve identified issues and ensure quality standards are met
• Communicate findings and recommendations effectively both verbally and in writing to stakeholders

​Qualifications:

• 2-5 years of customer service experience
• Experience in designing and implementing both in person and e-learning training programs
• Clear and concise written and verbal communication skills
• Attention to detail when making judgments based on the analysis of information
• Ability to provide constructive feedback to colleagues
• Proficient in Microsoft office and learning management systems
• 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:

View the " " poster. View the .

View the .

View the