Quality Analyst

Discover your future at Citi

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Job Overview

The Quality Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. 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. 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:

• Reviews performance over time and calculates/analyzes performance trends.
• Partners with business and/or training to identify performance issues; independently develops performance improvement tools.
• Recommends specific action steps to improve quality.
• Analyzes processes, identifies gaps and formulates policies that have limited but direct impact on the business.
• Provides judgments and recommendations to management based on quality reviews.
• Applies good understanding of how the team interacts with others in accomplishing the goals of the area.
• Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data.
• Interprets data and makes recommendations.
• Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Limited but direct impact on the business through the quality of the tasks/services provided.
• Develops working knowledge of industry practices and standards.
• Ensures work output is consistent and achieves the required quality standard by maintaining attention to detail and adherence to organisational processes
• 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:

• 0-2 years relevant experience
• Previous experience as a Customer Solutions Officer is preferred
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. • - Solid skills in Microsoft Office suite (e.g. Word, Excel, Outlook)
• Attentive to detail and possesses high analytical skills
• Working knowledge of specialised products, processes, systems & services

Education:

• Bachelor’s/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.

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Job Family Group:

Operations - Core

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Job Family:

Operations Quality

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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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