Citi: Quality Analyst

Job Description

The Quality Analyst role at Citi is a foundational yet impactful position within the Operations Quality function, designed for professionals who bring strong process awareness, analytical thinking, and a commitment to service excellence. As part of Citi’s global operations ecosystem, this role focuses on maintaining and enhancing quality standards across assigned processes while ensuring compliance with internal policies and regulatory expectations. You will evaluate operational outcomes, apply established quality frameworks, and contribute to consistent delivery of high-quality services that support Citi’s clients and internal stakeholders.

In this role, you will apply your practical experience and procedural knowledge to assess performance, identify gaps, and recommend corrective actions. You will work within defined guidelines and precedents, making evaluative judgments based on factual analysis. The position requires clear communication and sensitivity to diverse audiences, as you will interact with team members, supervisors, and occasionally step in as a backup for managerial responsibilities. Your work will directly influence the quality of outputs delivered by the team, reinforcing Citi’s reputation for operational integrity and reliability.

Citi offers a structured yet growth-oriented environment where quality professionals can strengthen their understanding of banking operations, risk awareness, and control discipline. As a Quality Analyst, you will be encouraged to stay current with quality assurance best practices, support training initiatives, and uphold ethical standards in every decision. This role is well-suited for experienced professionals seeking stability, global exposure, and the opportunity to contribute meaningfully within a world-leading financial institution.

Roles & Responsibilities

• Monitor and evaluate operational processes to ensure adherence to defined quality standards, procedures, and service expectations.

• Apply quality assurance best practices to assess task accuracy, consistency, and compliance across assigned activities.

• Make evaluative judgments based on factual analysis to identify issues and recommend appropriate corrective actions.

• Ensure the quality of tasks delivered by self and team members, maintaining accountability for service outcomes.

• Provide inputs on training and development needs to improve process understanding and performance quality.

• Review team performance and support recommendations related to growth, recognition, or corrective measures.

• Communicate findings, feedback, and ideas clearly and concisely, adapting communication style to diverse audiences.

• Support risk awareness by ensuring compliance with Citi policies, applicable laws, and regulatory requirements.

• Escalate and report control issues transparently while applying sound ethical judgment in daily operations.

• Act as a backup for the manager when required, ensuring continuity of quality oversight and reporting.

Requirements & Eligibility

• Minimum of 5+ years of professional experience in quality, operations, banking, audit, or process control roles.

• Strong working knowledge of operational processes, policies, and quality assurance practices within financial services.

• Prior experience as a Customer Solutions Officer or Process Control Officer is preferred, demonstrating process and policy mastery.

• Solid proficiency in Microsoft Office tools including Excel, Word, Outlook, and PowerPoint for reporting and analysis.

• Ability to analyze factual information, identify trends, and apply structured problem-solving techniques.

• Clear understanding of how individual responsibilities integrate with broader operational and quality objectives.

• Strong communication skills with the ability to exchange information logically, tactfully, and effectively.

• High level of integrity with a demonstrated commitment to risk management, compliance, and ethical conduct.

• Ability to work independently under guidance while managing multiple priorities in a structured environment.

• Willingness to work US/Night shifts as required by business operations.

Expected Salary

For Quality Analysts with over 5 years of experience in Citi’s operations and quality functions in India, compensation typically aligns with mid-level operations quality roles in global banking organizations. Based on industry benchmarks, the salary reflects experience in banking processes, quality assurance, and control awareness. In addition to base pay, Citi offers comprehensive benefits, learning programs, and long-term career development opportunities.

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