Documentation Support Specialist: Quality & Workflow Optimizer

Citi; Mérida; On-site; MXN 360,000 - 520,000; Full time

Job summary

Citi in Mexico is seeking a diligent professional to analyze and monitor daily workloads, research items, and assist customers. You will coordinate workflow activities, train team members, and perform quality control to ensure compliance with Citi policies.

The role involves monitoring mail volumes, meeting SLAs, and preparing daily and monthly performance reports, with opportunities to improve procedures and cross-train staff across the operation.

Qualifications

• 2-4 years relevant experience
• Understand business procedures, products, processes and computer systems
• Analytical with advanced Microsoft Excel skills

Responsibilities

• Analyze and monitor workload on a daily basis.
• Research items and assist customers.
• Coordinate workflow activities and train team members under supervision of Document Control Supervisor.
• Coordinate & perform quality control checks and reviews of procedures to ensure compliance with company policies and procedures.
• Process and monitor core functions and issues within the department using available resources.
• Monitor daily incoming mail volume to ensure adequate coverage across functions.
• Ensure SLA deadlines are met for incoming volumes and department requirements.
• Prepare reports for management based on production and quality on a daily and monthly basis.
• Recommend procedural changes or improvements to management.
• Cross train representatives in all areas of the operation.
• Provide feedback on employee performance to Unit Supervisor.
• Assess risk in business decisions, safeguarding Citi and its assets with compliance to laws and regulations.

Skills

Analytical skills

Workflow coordination

Education

High School diploma or equivalent

Tools

Microsoft Excel

Job description

Citi in Mexico is seeking a diligent professional to analyze and monitor daily workloads, research items, and assist customers. You will coordinate workflow activities, train team members, and perform quality control to ensure compliance with Citi policies.

The role involves monitoring mail volumes, meeting SLAs, and preparing daily and monthly performance reports, with opportunities to improve procedures and cross-train staff across the operation.