Job Description

The Assoc Quality Analyst 2 is a developing professional role. This role identifies policy and applies specialty knowledge in monitoring and assessing processes and data. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.Responsibilities:Complete Decision Effectiveness (DE) and Quality reviews for multiple lines of business.Conducts re-scores of QA and managers Quality samples.Conduct regulatory sampling to ensure the business is compliant.Ability to represent the department as Subject Matter Expert (SME) on projects.Applies working knowledge of Process and Procedures (P&P’s) and regulatory requirements in the re-score and call study processes.Stays current on Alerts, Change Training and Citi products that potentially impact quality and call studies.Responsible for complaint accuracy reviews and escalation.Work first level escalation for disputes from managers.Assist with dispute appeal resolution.Resolve agent action requirements from quality samples.Responsible for scheduling / tracking based on monthly work plan provided by the manager.