{"id":3370146,"url":"https://alion.io/job/citi-ops-sup-analyst","title":"Ops Sup Analyst","company":{"id":7841,"name":"Citi","domain":"citi.com","url":"https://alion.io/company/citi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":512,"ghost_share":0.006,"stale_share":0.131,"repost_share":0.072,"time_to_fill_p50_days":9,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":30000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T06:57:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Role Summary\nThe Quality Officer (Ops Sup Analyst 1) in CBPS is responsible for executing robust quality control and compliance monitoring across all processes within CitiPhone Operations. This role ensures customer interactions and back-office operational tasks meet internal quality benchmarks, regulatory standards, and service excellence targets. Key focus areas include voice call evaluations, Day 2 transaction reviews, account maintenance checks, sales compliance verifications, escalation root-cause analyses, and quality Management Information Systems (MIS) reporting.\nThe Quality Officer serves as an operational quality liaison between frontline CitiPhone agents, team leaders, operations management, compliance, and governance stakeholders to maintain high standards of service delivery and minimize operational risk.\nKey Responsibilities\nPerform regular, structured quality evaluations and scoring of inbound/outbound CitiPhone customer interactions across voice and digital channels against standard quality guidelines.\nConduct comprehensive Sales Compliance Reviews to ensure mandatory disclosures, customer consent, suitability assessments, and fair dealing standards are strictly followed during sales and telemarketing calls.\nIdentify coaching opportunities, failure trends, and procedural gaps; deliver constructive feedback to team leaders and operations supervisors to drive frontline performance improvement.\nExecute post-call Day 2 transaction and documentation reviews, ensuring customer requests, maintenance updates, fee waivers, card/account adjustments, and instruction processing are accurately and timely executed in host systems.\nValidate non-voice operations documentation, record maintenance, and storage/retrieval compliance in accordance with Citi policy and local regulatory mandates.\nReview, investigate, and facilitate the resolution of customer escalations, quality disputes, and compliance breaches.\nPerform deep-dive root cause analyses on recurring customer complaints, operational errors, and process defects, proposing preventive action plans to mitigate risk.\nConsolidate, track, and analyze quality assurance metrics, defect rates, accuracy scores, and timeliness indicators.\nPrepare daily, weekly, and monthly Quality MIS dashboards and trend presentations for operations managers and steering committees.\nAssist in maintaining quality checklists, standard operating procedures (SOPs), and user acceptance test (UAT) scripts for quality system enhancements.\nAppropriately assess risk when operational reviews and quality evaluations are performed, demonstrating particular consideration for Citi's reputation and safeguarding the firm, its clients, and assets.\nDrive compliance with applicable laws, rules, and regulations, adhering to Citi Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating control issues with transparency.\nQualifications & Competencies\n Experience: Prior experience in Quality Assurance (QA), Quality Control (QC), Contact Center Operations (CitiPhone / Customer Service), or Operations Support preferred.\nDomain Knowledge: Strong understanding of contact center metrics, call evaluation parameters, sales compliance frameworks, and Day 2 operational controls.\n Technical Skills:\nProficient in Microsoft Office (advanced Excel and PowerPoint for quality MIS reporting).\nWorking knowledge of SQL environments, database queries, and reporting dashboards is an advantage.\nFamiliarity with CitiPhone CRM systems, voice recording tools, and transaction maintenance host systems.\nCore Competencies:\nExceptional attention to detail, analytical mindset, and proven root-cause problem-solving capabilities.\nStrong time management and organizational skills with the ability to handle multiple review streams in parallel.\nEffective verbal and written communication skills with the ability to present quality findings constructively to stakeholders at all levels.\nBachelor's degree / University degree or equivalent professional experience.\n------------------------------------------------------\nJob Family Group:\nOperations - Core------------------------------------------------------\nJob Family:\nOperations Support------------------------------------------------------\nTime Type:\nFull time------------------------------------------------------\nMost Relevant Skills\nPlease see the requirements listed above.------------------------------------------------------\nOther Relevant Skills\nFor complementary skills, please see above and/or contact the recruiter.------------------------------------------------------\nCiti 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.\nIf 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.\nView Citi’s EEO Policy Statement and the Know Your Rights poster.","description_format":"text","description_chars":5150,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Wealth Management & Financial Advisors","Payment Processing & Gateways","Investment Banking & M&A Advisory"],"lifecycle":[{"event":"open","at":"2026-10-28T00:33:05Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.838,"p_room":0.9,"age_days":4,"expected_fill_days":9,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/citi-ops-sup-analyst","json_url":"https://alion.io/job/citi-ops-sup-analyst.json","meta":{"generated_at":"2026-10-31T17:31:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27406,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7841},"rest":"https://alion.io/mcp/rest/get_company?id=7841"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciti-ops-sup-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciti-ops-sup-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciti-ops-sup-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/citi-ops-sup-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciti-ops-sup-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3370146}},{"tool":"search_jobs","arguments":{"company":"citi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3370146},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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