Customer Service Trainer & Quality Review Analyst, Citi

Citi

Location:
Colombia, Bogotá

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Develop, implement, and evaluate training programs for the new hires and internal teams (in person and online)
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
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

Requirements:

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

Additional Information:

Job Posted:
May 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Trainer & Quality Review Analyst