Citi CBPS - Operations Support Analyst 1 in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17045084

Description

  • NAM Centralized Monitoring Team - Quality Officer

  • Responsible in doing Compliance and Quality Call Monitoring for Retail Service businesses (Best Buy, Sears, Home Depot and SPG)

  • Call extraction and validation of disputed monitors

  • Tracking of Unit Manager coaching in Customer Service Performance Management System

  • Track agent performance of agents handled for Quality Monitoring

  • Contact reason analysis from Compliance reviews

  • Acts as an SME to programs and teams being supported

Qualifications

  • No attendance issue with good performance on Quality, NPS and Compliance

  • Strong communication skills and customer-oriented

  • Attention and thoroughness to details, coupled with a strong follow through discipline

  • Ability to multitask and manage multiple requirements and initiatives

  • Ability to liaise with all levels within the organization and across all functions

  • Has not been subjected to any disciplinary action where the sanction is final warning in the last 6 months

  • Is a regular employee of the company of at least a year

  • Best Buy or Sears trained