Citi CBNA-O&T-Quality Analyst in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17048558


Position Summary

Provide support to the Customer Service Manager to ensure consistent and quality service of the Customer Service Officers to provide “best-in-class” service to customers while ensuring that all procedures and policies are adhered to stipulated directives and compliance issues.

Position Objectives:

  • Responsible for quality monitoring and evaluation to ensure that call process and level of product knowledge of the Phone Officers are in accordance with prescribed guidelines and procedures

  • Ensure quality performance through monitoring customer calls, providing clear, concise, and accurate feedback to Customer Solution Officers, Team Leaders and Trainers

  • Perform acceptance testing as needed for new market launches and new company initiatives including enhanced services testing, data verification, and departmental reporting

Complexity / Business Relationships:

  • Assigned to different teams and works across different product teams in a single country setup

  • Work with Sales Manager, Team Leaders and Customer Solution Officers

Position Responsibilities:

  • Responsibility to clients

  • Conduct daily test calls using available market test numbers and entering call specific data into access database to monitor agents enhanced service call handling capabilities

  • Conduct test calls for new market launches, events, and new company initiatives when applicable

Responsibility to each other:

  • Support the development of new quality assurance programs and quality initiatives on an ongoing basis

  • Plan and implement methods to improve overall call and quality standards.

  • Attend and assist in weekly team meetings

Responsibility to franchise:

  • Conduct daily monitoring and scoring of customer calls received

  • Provide feedback to Quality & Process Control Group Head, Call Center Team Leaders, and Call Center Management on the quality of Customer Solution Officer protocol procedures

  • Provide, on a daily basis, a clear and concise feedback of Customer Solution Officer’s monitoring session to Team Leaders to improve quality process and overall customer satisfaction

  • Conduct, on a quarterly basis, quality-based seminars in all call centers to improve overall quality processes and customer satisfaction. Support Call Center Operations during critical times

  • Regular reporting which includes printing, posting, and filling out weekly “CSO Not Monitored” report and other QA related reports, updating QA employee database, filing of the weekly QA reports, compiling and distributing weekly quality summary report, accuracy report, and enhanced services report. Support the Quality & Process Control Group Head in productivity statistics and various reports on a weekly basis


Experience / Knowledge Needed:

  • Degree with a minimum one-year customer service experience in a call center environment

  • Quality assurance experience in a call center environment or comparable work experience is an advantage

Skills / Abilities Required:

  • Excellent computer and organizational

  • Strong verbal and written communication skills

  • Team player with good interpersonal and coaching skills

  • Work effectively well with others

  • Fast learner with strong analytical skills