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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Financial Hardship Quality Assurance Analyst

Job Req ID 21284319 Primary Location Sydney, Australia Job Category Operations - Services
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  • Review emails constructed by agents and verify they have been drafted in compliance with relevant policies and procedures. 
  • Undertake various quality assurance reviews to ensure compliance with relevant policies and procedures including but not limited to agents offering the right program the first time and adherence to business and regulatory timeframes.
  • Keep timely and accurate quality assurance records in line with business requirements.
  • Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
  • Compile and analyse statistical data.
  • Create quality assurance policies and procedures.
  • Ensure ongoing compliance with quality and industry regulatory requirements.


  • Experience in undertaking quality assurance reviews.
  • Excellent communication skills, both written and verbal.
  • Strong analytical and problem-solving skills.
  • Demonstrate/proven strong attention to detail and a high degree of intellectual curiosity.
  • Demonstrate high levels of integrity and professionalism


  • Minimum of 5 years working in banking or financial services.  
  • Quality Assurance experience.
  • Excellent written and interpersonal communication skills.
  • Working knowledge of Collections and Financial Hardship is desirable.


Job Family Group:

Operations - Services


Job Family:

Credit Maintenance


Time Type:


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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