Citi CBPS - Operations Support Analyst in Philippines

  • Primary Location: Philippines,Central Luzon,Makati

  • Other Location: Asia Pacific

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17047683

Description

CBPS - Operations Support Analyst 1

  • Responsible in doing Compliance and Quality Call Monitoring for US Cards

  • Specific reporting related to regulatory and compliance findings

  • Identify key areas that similar mistakes are being made by agents and to provide operations with additional training

  • Ensure at least 1 call per month is reviewed for proper complaint management

  • Ensure the monitored calls are randomly selected for each agent

  • Timely feedback is provided to the agents as call are monitored and training opportunities presented to management

  • Look for opportunities to improve processes and work with operations on challenges

  • 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

  • Applicants should be from US Cards program