**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 experience
This 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._

📌 Banamex: Analista de Calidad (Metepec)
🏢 Citi
📍 Metepec