Client Experience Trainer & Quality Lead Analyst

The Customer Service Trainer & Quality Lead Analyst is a senior-level position responsible for defining and overseeing the execution of training programs for customer service teams, as well as establishing quality assurance standard 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.

Training Responsibilities:

• Develop and implement a global training strategy to enhance customer service performance, ensuring alignment with corporate vision and business objectives
• Design, edit, and validate training materials to ensure alignment with the CitiService learning objectives, policies, and procedures
• Deliver training sessions both in-person and virtually for CitiService teams
• Monitor the quality and effectiveness of training programs, conducting ongoing performance analysis and adjusting as needed

Quality assurance responsibilities:

• Lead and execute the quality Independently reviews for customer interactions, leveraging analytical thinking and advanced data methodologies
• Identify and fill any relevant issues and quality gaps with an appropriate score. Deliver feedback delivered to the respective individual
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews
• Work with management team to research, create and promote and implement strategies to improve service quality and customer satisfaction
• Provide executive level insights on quality trends, performance metrics, and strategic recommendations for service improvement

Qualifications:

• 6-10 years of customer service experience
• Experience in designing and implementing both in person and e-learning training programs
• Demonstrated ability to lead, drive results and implement change in a rapidly changing, goal-oriented environment
• Clear and concise written and verbal communication skills
• Proficient in Microsoft office and learning management systems
• Proactive leadership skills to manage projects
• Attention to detail when making judgments based on the analysis of information
• Proficiency in English (both written and spoken)

What we Offer:

• Competitive salary connected with annual salary review and discretionary annual performance bonus
• Social benefits (private healthcare, award winning pension scheme, multisport, life insurance, holiday allowance, anniversary program, competitive maternity and paternity scheme)
• Hybrid model of work – from modern offices and from home, flexible working hours
• Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
• Structured onboarding process and extensive training offering (e.g. including Udemy, Degreed)
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• Unlimited development opportunities within Citi global network.
• Exposure to a wide range of internal stakeholders as well as to senior management

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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