Citi Quality Senior Analyst in Jakarta, Indonesia

  • Primary Location: Indonesia,Jawa,Jakarta

  • Other Location: Asia Pacific; Canada

  • Education: Bachelor's Degree

  • Job Function: Product Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 16034793


Quality Senior Analyst

Job Description:

  • Responsible for administrative functions of weekly RM update for even spread of NPS Bottom-Up samples and to ensure feedback loop process is in place by follow up any request or complaints raised during the survey

  • Responsible for the coordination and daily operational activities related to Country Net Promoter Score - Problem Handling Satisfaction survey and reporting

  • Responsible, coordinate and work closely with process owners and branches for mystery shopping result analysis and corrective action plans on key driver satisfactions

  • Coordinate, monitor and work closely with branches to maintain branch service level thru daily checklist on premises and appearance, make improvements based on the inputs and findings with the process owners

  • Ensuring the Branch service level is maintained and standards are adhered by performing branch visits for trainings, service reminders or spot checks

  • Responsible to manage all end-to-end strategic and administrative functions in the Service Campaign

  • Responsible to execute and work with related country teams for Power of ONE initiatives, ensuring the plan are rolled out accordingly and support the internalization thru the Power of ONE newsletter

  • Responsible to conduct ad-hoc customer satisfaction surveys result reporting to process owners

  • Maintains an open two-way communication among co-worker and superior in order to achieve a conducive working environment

  • Lead teams of Service Champions from Business and Branches to meet agreed Mystery Shopping Performance Indicators

  • Ensures compliance to all Citibank policies/compliance/procedures and other regulatory requirements to protect both bank’s and customers assets.

  • Regularly interacts with senior managements for process improvement initiatives

  • Manage accountability for Power of ONE operating budget


  • Strong analytical thinking skills with ability to conceptualize analytical framework to address the business problem

  • Strong project management and time management skills

  • Strong team player

  • Strong people management skills

  • Ability to coordinate with multiple technical and business teams

  • Able to lead change

  • Service oriented

  • Proficient in English (i.e. oral and written)

  • Work with minimum supervision

  • Minimum of 2 years banking work experience