Quality Specialist - C05 - FLORENCE

Citi; United States; Remote; USD 46,000 - 61,000; Full time

Job summary

An established industry player is seeking a Quality Specialist to ensure the integrity and quality of services provided. This role involves reviewing documents for compliance, resolving complex issues, and supporting a diverse range of products. The ideal candidate will possess strong interpersonal skills and a customer service orientation, able to thrive under pressure and adapt to flexible schedules. Join a dynamic team where your contributions will directly impact the business and enhance productivity. This position offers competitive benefits and a chance to grow within a reputable organization.

Benefits

Medical, Dental & Vision Coverage

401(k) Plan

Life and Disability Insurance

Wellness Programs

Paid Time Off Packages

Qualifications

• 2-4 years of relevant experience in a customer contact center.
• Basic knowledge of MS Office and good interpersonal skills.

Responsibilities

• Review documents for accuracy and compliance with business guidelines.
• Investigate and resolve complex issues regarding claims evaluation.
• Communicate regularly with management to ensure process quality.

Skills

Customer Service Orientation

Problem Solving Mindset

Interpersonal Skills

Ability to Work Under Pressure

Education

High School Diploma or Equivalent

Tools

MS Office

Job description

The Quality Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Review documents for accuracy, consistency, and compliance with business guidelines and tracks discrepancies.
• Supports a range of products/services.
• Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
• Investigates and resolves complex issues pertaining to the evaluation of life and waiver of premium claims to identify benefit eligibility.
• May correspond with regulatory, law enforcement and vendors.
• Escalates complex issues to higher levels.
• Demonstrates technical/administrative expertise.
• Assists managers with training team members.
• Has frequent opportunities to make procedural choices for decisions related to process improvements; however, comprehensive process decisions are made by management.
• Reviews quality results and identifies process gaps and helps determine solutions.
• Communicates regularly with department management and external sites to ensure consistency/quality of processes.
• Works under little to no direct supervision while performing job duties.
• Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team goals; and, impacts the business by ensuring the quality of the tasks or services provided.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years relevant experience
• Basic MS office knowledge
• Experienced in Customer Contact Center
• Good interpersonal skill and work as a team.
• Customer service oriented.
• Be able to work in flexible schedule and to work under pressure.
• problem solving mindset

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

------------------------------------------------------

Job Family Group:

Operations - Core

------------------------------------------------------

Job Family:

Operations Quality

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Primary Location:

Florence Kentucky United States

------------------------------------------------------

Primary Location Full Time Salary Range:

$46,600.00 - $60,800.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

------------------------------------------------------

Anticipated Posting Close Date:

May 09, 2025

------------------------------------------------------

Citi 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.

If 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.

View Citi’s EEO Policy Statement and the Know Your Rights poster.