Citi CBPS NPS Closed Loop Specialist – AU CitiPhone C10 Position in Philippines

  • Primary Location: Philippines,Central Luzon,Makati

  • Other Location: Asia Pacific

  • Education: Associate's Degree/College Diploma

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 16065285


Strategic Intent

The role will be accountable for conducting customer research following Double Dissatisfaction scoring from NPS Surveys. As part of the overall management of this process this role will provide MIS and support services to Operational Leadership Team and Quality Management to drive improvements in Coaching Effectiveness and Process Improvement.

This will include developing key relationships with the relevant Operational Leadership Team, Analytics and Sydney Quality Management to drive continual improvement in service excellence and first call resolution.

The role requires a keen desire to resolve, an ability to challenge BAU and be Curious. The successful applicant must have a close affinity to our customers experience and be forward thinking to capture insights that will support Citi’s ‘Mobile First’ vision.


  • Monitor and analyse Customer Insights reporting for Double Dissatisfaction Surveys, including:

  • NPS Surveys

  • QA MIS

  • Analytics MIS

  • RSAT Behavioural Insights

  • Work closely with the Operational Leadership and Quality Management Teams to close learning feedback loops and enrich Process Improvement Forums

  • Work in partnership with each site to implement solutions which drive continual improvement to Resolution Rate and NPS through strategic initiatives and individual coaching and feedback processes

  • Drive changes to processes which impact Resolution Rate and RSAT Behaviours


Key Requirements:

  • Outbound Customer Contact

  • Proven RR and NPS High Performer

  • Must have worked on RR/NPS Program

  • Prior experience using diagnostics and coaching to improve team performance

  • Ability to work with and across different cultures

  • Has a performance rating of 3 and above in the last performance appraisal

  • Has not been under PIP in the last 6 months; no any compliance, discipline or performance issues

Key Competencies:

  • Excellent professional communication skills both verbal and written

  • Ability to facilitate team collaboration within and across business units

  • A passion for driving customer satisfaction and performance improvement

  • Excellent analytical skills

  • Ability to proactively engage with key stakeholders to drive results

  • Ability to work in a fast paced changing environment with multiple tasks

  • Attention to detail and the ability to prioritise work to ensure delivery to deadlines

  • Ability to build relationships to support change management collaboration


  • Ability to challenge BAU and develop Forward Compatible ideas

  • Strong planning and organising skills with the ability to prioritise, investigate and resolve issues

  • Strong research and analysis skills

  • Self-starter, highly motivated to manage own work priorities and responsibilities

  • High level of attention to detail and accuracy

  • Ability to build engagement and drive others toward objectives