4 Call Listening Jobs

As a Training Specialist, your primary responsibility will be to develop product/process training materials, including digital presentations, training manuals, and instructional videos. You will be required to schedule and conduct training sessions on various sales/call center topics/pitches for new employees, as well as provide training on new or updated procedures to enhance their performance. In this role, you will be tasked with observing the daily operations of sales associates to identify areas for improvement and conducting refresher trainings as needed. Collaborating with team leaders and managers, you will facilitate on-the-job training and ensure that employees maintain high levels of productivity and customer satisfaction during the On-the-Job Training (OJT) period. Additionally, you will be responsible for measuring the effectiveness of training sessions and preparing individual or team progress reports. Your role will also involve participating in calibrations, call listening sessions, and working directly with agents/leads to enhance overall performance through various initiatives such as Training Needs Identification (TNI), BQM, regular feedback sessions, and daily briefings. In summary, as a Training Specialist, you will play a key role in enhancing the skills and performance of employees through effective training methods and continuous improvement initiatives.,

As a Training Specialist, you will be responsible for developing product/process training materials, which include digital presentations, training manuals, and instructional videos. You will schedule and conduct training sessions on various sales/call center topics/pitches for new employees, as well as train existing employees on new or updated procedures to enhance their performance. Your role will involve observing the daily operations of sales associates to identify areas for improvement and conducting refresher training sessions when necessary. You will collaborate with team leaders and managers to facilitate on-the-job training and measure the effectiveness of training sessions by preparing individual or team progress reports. In addition, you will be tasked with ensuring that employees maintain productivity levels and uphold high levels of customer satisfaction during on-the-job training. You will participate in calibrations, call listening sessions, and work directly with agents/leads to enhance overall performance through initiatives such as training needs identification, structured feedback sessions, daily briefings, and performance key task sessions.,

The Central Control Capabilities function is responsible for driving Monitoring & Testing (M&T) of key controls across the business. It comprises of four groups: Control Assessment, Call Listening, Central Testing, and Strategy, Governance & Automation (SG&A). Control Assessment and Central Testing functions partner with Control Owners and Inbusiness Control Teams to conduct M&T activities for key controls in scope of the CTU. This includes control design assessment, development of tools for operational effectiveness monitoring and testing, assessment of the design of tools, execution of activities, and disposition of exceptions identified through M&T activities. Central Testing function in Citi Service Centers in India is structured along three verticals: M&T Execution, M&T Automation, and Strategy & Governance. Strategy & Governance function is responsible for defining the operating model for Central Testing in coordination with SG&A Lead, reporting into the Head of SG&A function. The Strategy & Governance C13 is accountable for managing people, budget, planning, and overseeing key activities. **Program Management:** - Develop governance structures for Central Testing function - Support in collating updates for Business Reviews, Risk & Control committees - Track KPIs/KRIs and improve adherence to established metrics - Implement Quality Control metrics for performance monitoring and remediation - Identify opportunities for streamlining and automation of processes **Expense & Headcount Management:** - Ensure robust expense management and coordinate budget process - Work on capacity planning and management for staff - Provide support for third party relationships in Central Testing **Regulatory & Internal Governance:** - Manage issue management discipline, deliverables to Auditors and Regulators - Coordinate engagement with second line, third line, and local regulators **Training & Talent Development:** - Track training completions for staff - Assess opportunity for external certification in talent development program **Qualifications and Competencies:** - 8+ years of experience in strategy, governance, or relevant roles in financial services - Strong knowledge of operational & compliance risk management framework - Analytical skills, communication, ability to challenge conventions, and identify trends - Understanding of Citigroup's businesses, products, and risk profiles - Ability to build partnerships, lead coordination, and assess risks **Education:** - Bachelor's/University degree required; Master's degree preferred Citi is an equal opportunity and affirmative action employer.,

Key Responsibilities Communicate comfortably in both English and Hindi Conduct daily pre-shift meetings and align team on expectations Maintain shrinkage and attrition control within acceptable limits Share daily APR with team and set clear expectations Track agent performance in real-time and provide effective feedback Escalate non-improvement cases by following HR policies Assist advisors with process-related issues as needed Share timely reports with relevant stakeholders Address groups effectively and confidently Identify agents areas of improvement, create action plans, and ensure follow-up Work in a 24x7 process with rotational week-offs and no fixed public holidays Take KRA calls or log in if required Conduct daily call listening to assess improvement areas Ensure team meets KPI targets such as Shift Adherence%, Attrition%, CSAT, and agent bucketization