Banamex - Analista de Calidad en el Servicio - C05 - Ciudad De Mexico

Discover your future at Citi

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Job Overview

The Customer Specialist 5 is an entry level position responsible for assisting with customer service inquiries and providing solutions based on client needs in coordination with the Customer Service function. The overall objective is to apply a broad knowledge of Citi’s products, services and procedures to efficiently resolve service issues.

Responsibilities:

• Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making
• Develop and apply thorough knowledge of practices and procedures to accomplish team goals
• Assist immediate manager with team motivation and performance monitoring
• Mentor associates to improve individual performance
• Consistently achieve individual and team performance targets under little to no direct supervision
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years’ experience in a related role
• Proficient in Microsoft Office
• Effective verbal and written communication skills
• Sales experience
• Excellent influencing and relationship management skills
• Proven ability to work under limited supervision and seek out advancement opportunities
• Excellent technical and data entry skills, including utilizing a 10-key touchpad
• Proven ability to creatively solve problems

Education:

• High School diploma or equivalent

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

Las principales responsabilidades del analista son las siguientes:

- Realizar la revisión y clasificación diaria de las quejas registradas y cerradas, validando que se hayan ejecutado correctamente y escalando al Gerente de Calidad desviaciones y/o incumplimientos a la política o normativa.

- Actualizar reportes de control y seguimiento del comportamiento de quejas.

- Generar los muestreos de controles y monitoreos de los distintos procesos de atención a quejas y otros procesos relacionados.

- Realizar las revisiones de calidad de las llamadas del CAT para identificar áreas de oportunidad y notificar a los responsables del área para su seguimiento.

- Identificar y validar el cumplimiento normativo en las llamadas registradas del CAT.

- Revisión de reportes de monitoreo de Gerentes y Asesores de los CARES para identificar áreas de mejora y canalizarlas con las áreas correspondientes.

Requisitos:

- Experiencia al menos 1 año en manejo de bases y análisis de datos.

(Excel : tablas dinámicas, formulas)

- Perfil Analítico

- Desarrollo de presentaciones y actualización de reportes generados por el Especialista de Calidad.

Deseable:

- Conocimiento en la atención de quejas, áreas de calidad en el servicio o CAT.

- Seguimiento a los planes de mejora establecidos con las diferentes áreas de la compañía.

Carera terminada / Experiencia equivalente

Favor de adjuntar CV actualizado

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.