This position is responsible for executing consistently the COE’s quality program by monitoring transactions and call quality, identifying gaps and improvement opportunities and providing timely feedback to line managers in the COE. The position is also responsible for supporting the implementation of all fraud and authorization’s related policies, standards and procedures to ensure that the operation is fully compliant with all internal and external regulations and Citi’s internal policies.

Key Responsibilities:

• Ensure effective process controls are in place by performing periodic testing.
• Ensure that any control lapses or failures observed will be escalated promptly and monitor corrective action.
• Perform periodic sampling on outbound and inbound calls for fraud accounts to ensure compliance to relevant policies and procedures and the delivery of quality service.
• Identify opportunities in the transaction and call qual...