Mca Coordinator- Contact Center

The Compl Bus Control Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities. **Responsibilities**: - Responsible for Quality oversight and monitoring that our guidelines are met - Lead a team who is responsible for completing all types of quality and control reviews. - Exercise full leadership and supervisory responsibility. Responsible for team performance including timeliness of work, quality of reviews and monthly/yearly scorecards - Oversee Quality procedures and keep them current - Monitor team workflow, confirm tasks are meeting timeliness or come up with plans to keep all work current - Perform analysis on results and reporting based on reviews completed. Communicate results to the Operational teams including root cause analysis on defects - Assist with requests and may interface with compliance and audit examiners - Analyze and identify risks based upon information provided when reviewing or adding new reviews - Act as a consultant to the business regarding process improvements for quality reviews - Ensure appropriate controls are in place for all work performed - Drive corrective actions and develop corrective action recommendations - Work with multiple MIS and system teams to ensure data is available for result analysis - Work with Ops Quality Control team members located in multiple sites - Help drive consistency between the functions of Credit Operations through quality reviews, control reviews, audit feedback and results - Has the ability to operate with a limited level of direct supervision. - Can exercise independence of judgement and autonomy. - Acts as SME to senior stakeholders and /or other team members. - Ability to manage teams. **Qualifications**: - 5-8 years of experience leading teams preferred - Ability to analyze results and identify strengths and opportunities - Experience in creating and implementing processes that result in improved business performance - Ability to work independently, prioritize and work diligently under pressure - Ability to effectively communicate with multiple lines of business and multiple layers of management - Credit Operations experience required - Interpersonal skills and ability to work well in a team environment collaborating across diverse groups - Navigates complexity to create clear, often unique solutions - Demonstrate exceptional organizational skills - Performance record with a history of increased responsibility, and task / project delivery - Proven ability to make sound business decisions - Superior execution skills with a focus on clear, realistic action steps and timelines - Proven ability to communicate business rationale to internal and external counterparts **Education**: - Bachelor’s/University degree or equivalent experience Inglés: Intermedio - Avanzado Conocimientos en : Procesos Operativos MCA y Experiência en procesos de contact center - **Job Family Group**: Compliance and Control - **Job Family**: Business Control - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting