The Quality Assurance Ops Support Analyst 1 is an entry-level position responsible for supporting quality assurance and operational control activities within Core Operations. The role includes conducting quality reviews, monitoring adherence to established processes and regulatory requirements, maintaining documentation, identifying process gaps, and supporting continuous improvement initiatives in coordination with Operations, Compliance, and Business teams. Additionally, the Quality Assurance Analyst serves as a liaison between operations staff, relationship managers, project managers, custodians, and clients. The overall objective of this role is to ensure high-quality service delivery, operational excellence, and compliance with Citi policies, procedures, and regulatory requirements.
- Perform quality assurance reviews and business analysis of current and future state Client Reports and Advices (client communication letters, notices, and confirms).
- Review operational processes and transactions to ensure compliance with established procedures, regulatory requirements, and quality standards.
- Identify defects, process gaps, control weaknesses, and improvement opportunities through quality monitoring activities.
- Conduct root cause analysis and recommend corrective and preventive actions to improve quality, accuracy, and operational efficiency.
- Provide regular status updates for all project participants and create presentations for management and steering committee updates.
- Work with various Legal, Compliance, Operations, and Business teams to obtain sign-off on all regulatory business requirements.
- Serve as a primary liaison between key business stakeholders and technology teams, including recommending business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines.
- Recommend business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines.
- Create and facilitate training sessions, webcast demos, quality refreshers, and write User Acceptance Test (UAT) scripts and business scenarios against specified requirements.
- Create, manage, and maintain project plans and act as the project coordinator for all follow-ups across various departments.
- Work on multiple projects in parallel focusing on continued delivery of regulatory client deliverables, such as legal statements, performance reporting, advices, letters, and notices.
- Prepare quality reports, scorecards, management information reports, and trend analysis to support operational decision-making.
- Support continuous improvement initiatives aimed at enhancing customer experience, operational effectiveness, and quality performance.
- Fulfill clients' needs while providing an exceptional client experience, measured through established quality and service metrics.
- 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.
- Previous relevant experience in Quality Assurance, Quality Control, Banking Operations, Audit, Risk & Control, or Operations Support preferred.
- Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.
- General knowledge of client reporting, operational controls, and banking processes across the industry.
- Working knowledge of SQL environments and database queries.
- Experience in quality monitoring, transaction review, defect identification, error analysis, and root cause analysis is preferred.
- Proven organizational and time management skills.
- Demonstrated analytical, problem-solving, and decision-making skills.
- Ability to identify trends, assess risks, and recommend process improvements.
- Consistently demonstrates clear and concise written and verbal communication skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Experience working with the following applications will be considered a strong advantage:
- FDR
- AWS
- BEST
- ASPEN
- PEGA
- G360
- FD
- KANA
- ROADS
- SAMS
- COBALT
- SAWGRASS
Experience with workflow management systems, case management platforms, customer servicing applications, quality monitoring tools, and operational reporting systems is highly desirable.
Education- Bachelor's Degree / University Degree or equivalent experience.
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Job Family Group: Operations - Core------------------------------------------------------
Job Family:Operations Support------------------------------------------------------
Time Type:Full time------------------------------------------------------
Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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.
Skills Required
- Bachelor's degree, university degree, or equivalent experience
- Proficiency with Microsoft Office, particularly Excel, PowerPoint, and Word
- General knowledge of client reporting, operational controls, and banking processes
- Working knowledge of SQL environments and database queries
- Organizational and time management skills
- Analytical, problem-solving, and decision-making skills
- Ability to identify trends, assess risks, and recommend process improvements
- Clear and concise written and verbal communication skills
- Ability to work independently and manage multiple priorities in a fast-paced environment
- Relevant experience in Quality Assurance, Quality Control, Banking Operations, Audit, Risk and Control, or Operations Support
- Experience in quality monitoring, transaction review, defect identification, error analysis, and root cause analysis
- Experience with FDR, AWS, BEST, ASPEN, PEGA, G360, FD, KANA, ROADS, SAMS, COBALT, or SAWGRASS
- Experience with workflow management, case management, customer servicing, quality monitoring, or operational reporting systems
Citi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citi and has not been reviewed or approved by Citi.
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Healthcare Strength — Health coverage is presented as comprehensive, including free in-network preventive care, mental-health resources, and the Be Well Program. Materials also state new hires have access to health and insurance benefits from the outset.
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Retirement Support — The retirement plan offers a $1-for-$1 match up to 6% of eligible pay. New employees are eligible for the plan, with automatic enrollment after 90 days if they do not enroll themselves.
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Inclusive Benefits Coverage — Benefits highlight fertility treatment coverage, adoption/surrogacy reimbursement up to $30,000, and disability coverage. Coverage extends to spouses and domestic partners regardless of gender identity or sexuality, with gender-affirming care-related support noted.
Citi Insights
What We Do
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.
