The Quality Analyst 1 is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job. **Responsibilities:** + Keeps abreast of best practices in Quality Assurance. + Provides input with regards to all training and development needs for assigned personnel. + Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, etc. + Applies basic understanding of how own area integrates within own subject area. + Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents. + Direct impact by ensuring the quality of tasks provided by self and others on team. + Exchanges ideas and information in a concise and logical manner with tact and sensitivity to audience diversity. May act as backup for manager. + Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. **Qualifications:** + Solid skills in Microsoft Office suite (e.g. Word, Excel, Outlook) + Experience as a Customer Solutions Officer is preferred; possesses Product, Process and Policy Mastery + Previous experience as a Process Control Officer (Intermediate Level) and/or has had similar Banking/Audit experience **Education:** + Bachelor’s/University degree or equivalent experience This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. El Analista de Calidad se encarga de evaluar y/o monitorear las llamadas que realizan los ejecutivos telefónicos de cobranza. + Análisis de información + Monitoreo de llamadas + Conocimiento de procesos de Cobranza y políticas del mismo + Conocimiento de portafolios/ buckets de cobranza + Manejo de paquetería office + Deseable - Manejo y/o conocimiento de líneas de control y regulaciones. ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Quality ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.