CitiService Client Experience Trainer & QA Analyst

The Customer Service Trainer & Quality Review Analyst is an intermediate-level position is responsible for both designing and delivering training programs for customer service teams, as well as monitoring and evaluating customer service interactions (voice-non voice) to ensure compliance with company standards, and to identify areas for improvement. This role is critical for improving both the performance and quality of customer service by providing ongoing training, evaluating interactions, and driving continuous improvement efforts across teams. This role requires analytical skills to assess employee’s performance, identify skill gaps, and propose effective learning solutions that contribute to the organizational outcomes.

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

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.

As a successful candidate, you’d ideally have the following skills and exposure:

• 2-5 years of customer 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
• Bachelor's degree/University degree or equivalent experience

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