Client Experience Trainer & Quality Analyst

The Customer Service Trainer & Quality Review Analyst is an intermediate-level position 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.

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
• Deliver training sessions both in-person and virtually for internal CitiService teams

Quality assurance responsibilities:

• Independently lead quality control reviews, applying analytical thinking and knowledge of data analysis and quality review methodologies
• From training perspective develop solutions and corrective actions for recurring issues identified during QA reviews
• Analyze quality results and produce clear, concise reports to highlight issues and recommend solutions. Work closely with stakeholder’s teams to resolve identified issues and ensure quality standards are met
• Communicate findings and recommendations effectively both verbally and in writing to stakeholders

​Qualifications:

• 2-5 years of customer service experience
• Experience in designing and implementing both in person and e-learning training programs
• Clear and concise written and verbal communication skills
• Attention to detail when making judgments based on the analysis of information
• Ability to provide constructive feedback to colleagues
• Proficient in Microsoft office and learning management systems
• 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