Operations QA & Compliance Lead

Citigroup Inc.; Taguig; On-site; PHP 450,000 - 750,000; Full time

Job summary

The Quality Officer (Ops Sup Analyst 1) at CitiPhone Operations in Citi is responsible for executing robust quality control and compliance monitoring across all processes. This role ensures interactions and back-office tasks meet internal quality benchmarks, regulatory standards, and service targets.

Key focus areas include voice evaluations, sales compliance verifications, Day 2 reviews, escalation handling, root-cause analyses, and quality MIS reporting to support risk management and

Qualifications

• Bachelor's degree or equivalent professional experience.
• QA/QC experience in contact centers preferred.
• Strong analytical and communication skills.
• Understanding of contact center metrics and Day 2 controls.

Responsibilities

• Perform regular, structured quality evaluations and scoring of inbound/outbound CitiPhone customer interactions across voice and digital channels against standard quality guidelines.
• Conduct comprehensive Sales Compliance Reviews to ensure disclosures, consent, suitability, and fair dealing during calls.
• Identify coaching opportunities, failure trends, and procedural gaps; provide constructive feedback to drive frontline performance improvement.
• Execute post-call Day 2 transaction and documentation reviews, ensuring requests and updates are accurately processed in host systems.
• Validate non-voice operations documentation, record maintenance, and storage/retrieval compliance per Citi policy and regulations.
• Review, investigate, and resolve customer escalations, quality disputes, and compliance breaches.
• Perform root cause analyses on recurring complaints and process defects; propose preventive actions.
• Consolidate and analyze QA metrics, defect rates, accuracy scores, and timeliness indicators.
• Prepare daily, weekly, and monthly Quality MIS dashboards and trend presentations.
• Assist in maintaining quality checklists, SOPs, and UAT scripts for system enhancements.
• Assess risk during reviews with emphasis on Citi's reputation and asset safeguarding.
• Drive compliance with laws and Citi Policy and escalate control issues with transparency.

Skills

QA/QC experience

Contact center operations

Analytical mindset

Communication skills

Education

Bachelor's degree

Tools

SQL

CRM systems

Voice recording tools

Transaction maintenance host systems

Job description

The Quality Officer (Ops Sup Analyst 1) at CitiPhone Operations in Citi is responsible for executing robust quality control and compliance monitoring across all processes. This role ensures interactions and back-office tasks meet internal quality benchmarks, regulatory standards, and service targets.

Key focus areas include voice evaluations, sales compliance verifications, Day 2 reviews, escalation handling, root-cause analyses, and quality MIS reporting to support risk management and