Call Monitoring Analyst Job at Citi (Kuala Lumpur)

Call Monitoring Analyst

As an Investments and Insurance Sales Surveillance Officer, you are responsible ...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

At least 1 to 2 years of banking experience in consumer banking products and processes
Prior experience in a customer service, sales or compliance would be an advantage
Good understanding of local sales advisory regulations
Bachelor’s degree or equivalent work experience
Excellent judgment and assessment skills
Excellent communication skills
Confident, concise, clear and impactful
Excellent work ethic
Excellent organization and prioritization skills
Able to multi task

Job Responsibility

Review and disposition of alert triggers based on investigation results
investigations could involve document/ call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc
Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market
Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
Prepare trend analysis and surveillance reports for management reporting
Provide feedback and coaching on correct phone sales process to Sales Representatives
Provide consultations to other internal departments on sales process and branch operational matters
Report and document the Quality of Work report of Sales Representatives
Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
Review and update of policies and unit procedures

Fulltime

Call Monitoring Analyst

As an Investments and Insurance Sales Surveillance Officer, you are responsible ...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

At least 1 to 2 years of banking experience in consumer banking products and processes
Prior experience in a customer service, sales or compliance would be an advantage
Good understanding of local sales advisory regulations
Bachelor’s degree or equivalent work experience
Excellent judgment and assessment skills
Excellent communication skills
Confident, concise, clear and impactful
Excellent work ethic
Excellent organization and prioritization skills
Able to multi task

Job Responsibility

Review and disposition of alert triggers based on investigation results
Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market
Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
Prepare trend analysis and surveillance reports for management reporting
Provide feedback and coaching on correct phone sales process to Sales Representatives
Provide consultations to other internal departments on sales process and branch operational matters
Report and document the Quality of Work report of Sales Representatives
Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
Review and update of policies and unit procedures
Implementation of processes and procedures on compliance matters

Fulltime

Customer Care Analyst

The Customer Care Analyst is responsible for demonstrating high-quality reputati...

Location

Canada , Laval

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Bachelor's degree in marketing or communications preferred
3+ years' experience in Customer Relations or Reputation Management
Focus on Social Media experience is preferred
Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition
Proven ability to effectively communicate with customers over the phone in a professional manner
Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance
Demonstrated Advanced Troubleshooting Skills: Proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams to implement solutions
Communication and Interpersonal Skills: Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension
Skilled in utilizing digital analytics to develop data-driven strategies that improve service level agreements (SLAs) and enhance customer satisfaction
Skilled in interpreting data insights to identify trends, inform decision-making, and develop effective strategies that drive performance and business outcomes

Job Responsibility

Utilize digital analytics to enhance performance and customer satisfaction
Address advanced customer inquiries via phone, email, and chat
Manage complex inquiries beyond first-level capabilities
Conduct daily audits and quality checks on cases and calls
Ensure timely responses to inquiries, adhering to SLAs
Maintain prompt response times for social media interactions
Oversee phone queues and manage call overflow
Use Genesys status indicators appropriately
Report errors in Salesforce cases promptly
Adhere to marketing initiatives and organizational policies

What we offer

Group Insurance Program: health and dental care, long-term disability, life insurance, health spending account
Pension Plan
Share Purchase Plan
Paid Time Off: vacation days, sick days, and personal days
Employee Discounts
Training and Development: workshops, seminars, and online courses
Recognition and Rewards
Mentorship Program
Scholarship Program

Fulltime

Call Monitoring Quality Analyst- Domestic Hindi Voice Process

Job Title: Call Monitoring Quality Analyst- Domestic Hindi Voice Process. Job De...

Location

India , Chennai

Salary:

Not provided

Infosearch BPO Services Pvt Ltd

Expiration Date

Until further notice

Requirements

Any graduate/Post graduate with minimum 3 years experience in BPO, customer service, or quality assurance
Should be fluent in English, Tamil and Hindi
Knowing other regional languages will be an added advantage
Strong interpersonal, communication, and presentation skills
Proficiency in MS Office Suite (Excel, Word, PPT) and Call Recording/Quality Management software
Strong attention to detail and ability to analyze performance metrics
Candidates preferably Chennai based
Immediate Joiners only

Job Responsibility

Systematically review, score, and analyze inbound/outbound calls for quality and compliance
Deliver constructive, actionable feedback to agents to enhance performance and improve CSAT (Customer Satisfaction) scores
Identify skill gaps and training needs based on call analysis
create or assist in developing coaching materials
Analyze call data, identify trends/patterns, and prepare detailed performance reports for management
Participate in call calibration sessions to ensure consistency in evaluation standards

Fulltime

Customer Care Analyst

The Customer Care Analyst is responsible for interpreting and analyzing customer...

Location

United States , Rancho Belago

Salary:

70304.00 USD / Year

Skechers

Expiration Date

Until further notice

Requirements

Bachelor's degree required
Minimum 3-4 years of experience in customer service call center operations, quality assurance, or similar role
Excellent oral and written communication skills with the ability to provide constructive feedback in person
Leverage Microsoft Office programs and analytical tools to analyze customer service data in an efficient manner
Strong analytical and problem-solving skills with attention to detail and accuracy in quality assessment
Proficiency in data analysis
Experience with call recording systems, quality monitoring software, and multi-channel contact evaluation
Familiarity with call center software and CRM systems
Ability to analyze and translate complex data into actionable business insights

Job Responsibility

Research, design, and implement a comprehensive contact monitoring program for calls, emails, and live chat through direct observation and data interpretation pulled from system queries
Generate and distribute daily, weekly, and monthly performance reports to appropriate stakeholders
Audit customer interactions through comprehensive quality assessments and provide feedback reports to supervisors
Communicate regularly with supervisors to review agent performance data and coordinate analytical coaching insights
Provide comprehensive analysis results to Training Manager for skill gaps
Perform root cause analysis on customer service issues using AI-powered analytics, researching and resolving discrepancies or errors in service processes
Monitor real-time call center metrics, troubleshoot issues, and escalate problems as needed to ensure smooth operations
Analyze customer feedback and complaints data, taking corrective actions to address systemic service gaps
Track and measure the effectiveness of improvement initiatives
Conduct calibration sessions with supervisors to ensure consistent evaluation standards

Fulltime

Call Center Supervisor

We are currently seeking a Call Center Supervisor to join our team in Nashville,...

Location

United States , Nashville

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor’s degree and five years of experience
or a master’s degree with four years of experience
or an associate degree with eight years of related experience
or 10 years of related experience with no degree.
Minimum 5 years of experience in responding to requests for information and searching automated systems for data.
Ability to obtain a Public Trust.

Job Responsibility

Works with the call center manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
Maintains and improves call center operations by monitoring system performance
identifying and resolving problems
preparing and completing action plans
completing system audits and analyses
managing system and process improvement and quality assurance programs.
Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assess caller concerns.
Responsible for making databases and manual queries related to individuals encountered by client or other persons in immigration proceedings received when necessary.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

Fulltime

New

Cash & Collateral Management Analyst

The Cash & Collateral Management Analyst is a developing professional role. Appl...

Location

United Kingdom , Belfast

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Relevant experience
Consistently demonstrates clear and concise written and verbal communication skills
Intermediate level Microsoft skills including Excel, Word and Outlook, computer literate and ability to grasp several in house systems quickly
Good attention to detail, combined with analytical stills
Bachelor's/University degree or equivalent experience

Job Responsibility

Responsible for the efficient and proper utilization of cash & collateral throughout the firm, and its subsidiaries, on both a domestic and international basis
Working with the funding and credit relations groups, will analyze cash flow, use of cash capital and collateral, transfer of funds (intra-company and with outside parties), bank account usage, bank compensation, and flow-through of funds
Establish controls for all cash & collateral movements and cash usage and coordinate activities with auditing functions
Arrange lock-box and/or other security/control systems in domestic and international locations and work closely with various operations settlement areas to establish proper procedures and controls
Play a significant role in developing and coordinating data processing systems as they relate to the cash management group and the entire treasury function along with the collateral operations group
Monitor portfolios and associated exposure to ensure collateral is requested from internal and external counterparties in a timely manner
Internal liaison between the client and Citi
Exposure monitoring & margin calling
Monitoring deliverable positions
Supporting the clearance of trades including reallocations & transfers

What we offer

Generous holiday allowance starting at 27 days plus bank holidays
increasing with tenure
A discretional annual performance related bonus
Private medical insurance packages to suit your personal circumstances
Employee Assistance Program
Pension Plan
Paid Parental Leave
Special discounts for employees, family, and friends
Access to an array of learning and development resources

Fulltime

Credit Risk Analyst

We are looking for a credit risk analyst to support and grow our risk team. The ...

Location

Netherlands , Rotterdam

Salary:

Not provided

iBanFirst

Expiration Date

Until further notice

Requirements

Bachelor's or Master's degree in Finance, Economics, Risk Management, or a related field
advanced degree or relevant certifications (e.g., FRM, CFA) are a plus
At least two years of experience in credit risk management within the financial services industry
Exceptional analytical and problem-solving skills with the ability to interpret complex data
Excellent communication and interpersonal skills
Ability to work in a dynamic business and simultaneously demonstrate experience working on several projects
Good understanding of financial products
A “can-do” attitude and take ownership of the assigned tasks
High standards of oral & written in English and Dutch are mandatory

Job Responsibility

Providing assistance and support to the Credit Risk team in any risk-related matters
Carrying out financial analysis on clients and liquidity providers and making recommendations that align with best practices and the group’s risk appetite
Managing multiple credit requests in a timely and effective fashion, producing well-researched and accurate credit reviews, and working directly with sales teams across business units to address credit requests and issues
Taking ownership in developing processes and procedures to limit risk and improve credit risk management efficiency
Preparing margin setup proposals for consideration by the client and management
Ensuring that the credit risk exposure of a client is within the risk limits
Monitoring and reporting a client’s initial margin and variation margin position
Monitoring and reporting the exposure concentration of the group’s credit portfolio
Monitoring the progress of a margin call
Monitoring changing market conditions that might affect the credit quality of the group’s credit risk exposure. Providing timely alerts to the management for appropriate actions

What we offer

Various missions and projects in an innovative and rising start-up in a thriving industry (fintech)
A key role and a unique opportunity to shape the future of iBanFirst
A great, professional and international team
A nice work environment

Call Monitoring Analyst

Citi

Location:
Malaysia , Kuala Lumpur

Category:
Banking

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
November 18, 2025

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Call Monitoring Analyst

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Location:Malaysia , Kuala Lumpur

Category:Banking

Contract Type:Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:November 18, 2025

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Location:
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Category:
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Contract Type:
Employment contract

Job Posted:
November 18, 2025