Citi Service Client Experience Trainer & Qa - C11

The Customer Service Trainer & Quality Review Analyst is an intermediate-level position is responsible for both designing and delivering training programs for customer service teams, as well as monitoring and evaluating customer service interactions (voice-non voice) to ensure compliance with company standards, and to identify areas for improvement.This role is critical for improving both the performance and quality of customer service by providing ongoing training, evaluating interactions, and driving continuous improvement efforts across teams.This role requires analytical skills to assess employee's performance, identify skill gaps, and propose effective learning solutions that contribute to the organizational outcomes.
**Training Responsibilities**- Develop, implement, and evaluate training programs for the new hires and internal teams (in person and online), assuring that programs are effective and aligned with the company's strategic goals.
- Design, edit, and validate...