Ops Sup Analyst

Role Summary

The Quality Officer (Ops Sup Analyst 1) in CBPS is responsible for executing robust quality control and compliance monitoring across all processes within CitiPhone Operations. This role ensures customer interactions and back-office operational tasks meet internal quality benchmarks, regulatory standards, and service excellence targets. Key focus areas include voice call evaluations, Day 2 transaction reviews, account maintenance checks, sales compliance verifications, escalation root-cause analyses, and quality Management Information Systems (MIS) reporting.

The Quality Officer serves as an operational quality liaison between frontline CitiPhone agents, team leaders, operations management, compliance, and governance stakeholders to maintain high standards of service delivery and minimize operational risk.

Key Responsibilities

• Perform regular, structured quality evaluations and scoring of inbound/outbound CitiPhone customer interactions across voice and digital channels against standard quality guidelines.

• Conduct comprehensive Sales Compliance Reviews to ensure mandatory disclosures, customer consent, suitability assessments, and fair dealing standards are strictly followed during sales and telemarketing calls.

• Identify coaching opportunities, failure trends, and procedural gaps; deliver constructive feedback to team leaders and operations supervisors to drive frontline performance improvement.

• Execute post-call Day 2 transaction and documentation reviews, ensuring customer requests, maintenance updates, fee waivers, card/account adjustments, and instruction processing are accurately and timely executed in host systems.

• Validate non-voice operations documentation, record maintenance, and storage/retrieval compliance in accordance with Citi policy and local regulatory mandates.

• Review, investigate, and facilitate the resolution of customer escalations, quality disputes, and compliance breaches.

• Perform deep-dive root cause analyses on recurring customer complaints, operational errors, and process defects, proposing preventive action plans to mitigate risk.

• Consolidate, track, and analyze quality assurance metrics, defect rates, accuracy scores, and timeliness indicators.

• Prepare daily, weekly, and monthly Quality MIS dashboards and trend presentations for operations managers and steering committees.

• Assist in maintaining quality checklists, standard operating procedures (SOPs), and user acceptance test (UAT) scripts for quality system enhancements.

• Appropriately assess risk when operational reviews and quality evaluations are performed, demonstrating particular consideration for Citi's reputation and safeguarding the firm, its clients, and assets.

• Drive compliance with applicable laws, rules, and regulations, adhering to Citi Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating control issues with transparency.

Qualifications & Competencies

• Experience: Prior experience in Quality Assurance (QA), Quality Control (QC), Contact Center Operations (CitiPhone / Customer Service), or Operations Support preferred.

• Domain Knowledge: Strong understanding of contact center metrics, call evaluation parameters, sales compliance frameworks, and Day 2 operational controls.

• Technical Skills:

• Proficient in Microsoft Office (advanced Excel and PowerPoint for quality MIS reporting).

• Working knowledge of SQL environments, database queries, and reporting dashboards is an advantage.

• Familiarity with CitiPhone CRM systems, voice recording tools, and transaction maintenance host systems.

• Core Competencies:

• Exceptional attention to detail, analytical mindset, and proven root-cause problem-solving capabilities.

• Strong time management and organizational skills with the ability to handle multiple review streams in parallel.

• Effective verbal and written communication skills with the ability to present quality findings constructively to stakeholders at all levels.

• Bachelor's degree / University degree or equivalent professional experience.

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