Job Description

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years.  We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

We’re currently looking for a high caliber professional to join our team as CitiService Client Experience Trainer & QA Analyst (Hybrid) (Internal Job Title: Customer Svc Intmd Analyst - C11) based in Penang, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

In this role, you’re expected to:

Training Responsibilities

• Develop, implement, and evaluate training programs for the new hires and internal teams (in person and online), assuring that programs are effective and aligned with the company's strategic goals.
• Design, edit, and validate training materials to ensure alignment with the CitiService learning objectives, policies, and procedures.
• Collaborate with other learning advisors and stakeholders to identify and prioritize training opportunities that support business outcomes.
• Assess training needs and develop innovative programs to improve key employees’ skills and competencies, focusing on continuous improvement.
• Monitor the quality and effectiveness of training programs, conducting ongoing performance analysis and adjusting as needed.
• Deliver training sessions both in-person and virtually for CitiService teams.
• Work closely with HR business partners to ensure training programs are aligned with business needs and meet regulatory and corporate standards.
• Develop training materials and validate content, ensuring consistency and alignment with internal and external policies.
• Measure and report on the effectiveness
• Deliver regular updates on current and upcoming projects to senior audience.
• Be proactive and participative, work as a team and collaboratively developing multiple activities contributing new ideas

Quality assurance responsibilities

• Independently leads quality control reviews, applying analytical thinking and knowledge of data analysis and quality review methodologies
• The relevant issues or and any quality gaps are identified and filled with an appropriate score, and feedback delivered to the respective individual
• Identifying and documenting defects, failures performing case evaluation
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews.
• Ensuring quality standards are met, and communicating findings effectively; often requiring strong attention to detail
• Work with management team to research, create and promote and implement strategies to improve service quality and customer satisfaction.
• Analyzing Quality results and producing clear, concise reports to highlight issues and recommend solutions. Working closely with stakeholder’s teams to resolve identified issues and ensure quality standards are met. 
• Implementing and maintaining quality assurance processes and standards within the organization. 
• Communicating findings and recommendations effectively both verbally and in writing to stakeholders. 
• Thoroughly reviewing processes to identify potential errors or inconsistencies. 
• Requires attention to detail when making judgments based on the analysis of information.
• Applies professional judgment when interpreting quality review data.

As a successful candidate, you’d ideally have the following skills and exposure:

• 2-5 years of customer experience / English - Fluent.
• Experience in designing and implementing both in person and e-learning training programs.
• Clear and concise written and verbal communication skills.
• Proactive leadership skills to manage projects independently.
• Ability to provide constructive feedback to colleagues.
• Analytical thinking, problem-solving skills.
• Service orientation, professionalism, proactiveness and strong client focus.
• Proficient in Microsoft office and learning management systems.
• Detail-oriented and results-driven.
• Organizational & administrative skills
• client relationships and achieving quality results
• Bachelor's degree/University degree or equivalent experience

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

The Customer Service Trainer & Quality Review Analyst is an intermediate-level position is responsible for both designing and delivering training programs for customer service teams, as well as monitoring 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. This role requires analytical skills to assess employee’s performance, identify skill gaps, and propose effective learning solutions that contribute to the organizational outcomes.

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Citi is an equal opportunity and affirmative action employer.

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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Job Requirements