*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.- 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.
*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 experiencethis job description provides a high-level review of the types of work performed.
other job-related duties may be assigned as required.
*principales funciones*:- generar información de calidad.- generación de monitoreo.- comunicación verbal y escrita.- homologación de criterios.
*requerimientos*:- conocimiento en procesos de contact center.- escucha activa.- trabajo en equipo.- pensamiento estratégico.- habilidades para trabajar bajo presión.- manejo de paquetería office-básico.- conocimiento en procesos de call center.- manejo de programas one eclipse y portal único.- buen manejo de comunicación verbal y escrita.
*job family group*:operations - core- *job family*:operations quality- *time type*:full time-- view citi's _eeo policy statement_ and the _know your rights_ poster._