• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 2018-09-24

Citibank Berhad Quality Assurance Specialist

Citibank Berhad Quality Assurance Specialist

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18043042


Function background/Context:
Complaints Management is a key function in CEQ. The core functions are:
  • To ensure country complaints management standard is aligned to regional/global standard and at the same time adhered to the Bank Negara Malaysia Complaints Handling Guideline
  • To drive the country adherence to the complaints management standard
  • The job purpose of this position is to manage the end-to-end complaints management process
Key Responsibilities:
  • Country SOLVE Champion - responsible for meeting the project timeline and ensuring the country meets all the global/regional and regulatory requirements
  • Complaints  Adherence - driving the country adherence to the complaint standard
  • Complaint Analysis - performing deep dive analysis to identify opportunity for improvement and engaging with CX regional for reports submission and the complaints data review
  • Compliance - involved in the control related functions such as MCA, RCM, ARA and audit fronting


Qualifications and Competencies:
  • A minimum of 5 years working experience in the Financial Institution industry
  • Good communication and interactive skills. Able to be decisive in high-pressured environments.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Strong interpersonal skills, able to deal with people at all levels
  • Self-motivated, strong team player with high degree of integrity, drive and enthusiasm
  • Excellent spoken and written communication skills in English
  • Ability to interact and lead across all levels of the organization and build strong partnerships
  • Ability to adapt to change in a fast-paced environment
Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY