Operations Support Analyst

The Quality Assurance Ops Support Analyst 1 is an entry-level position responsible for supporting quality assurance and operational control activities within Core Operations. The role includes conducting quality reviews, monitoring adherence to established processes and regulatory requirements, maintaining documentation, identifying process gaps, and supporting continuous improvement initiatives in coordination with Operations, Compliance, and Business teams. Additionally, the Quality Assurance Analyst serves as a liaison between operations staff, relationship managers, project managers, custodians, and clients. The overall objective of this role is to ensure high-quality service delivery, operational excellence, and compliance with Citi policies, procedures, and regulatory requirements. Responsibilities Perform quality assurance reviews and business analysis of current and future state Client Reports and Advices (client communication letters, notices, and confirms). Review operational processes and transactions to ensure compliance with established procedures, regulatory requirements, and quality standards. Identify defects, process gaps, control weaknesses, and improvement opportunities through quality monitoring activities. Conduct root cause analysis and recommend corrective and preventive actions to improve quality, accuracy, and operational efficiency. Provide regular status updates for all project participants and create presentations for management and steering committee updates. Work with various Legal, Compliance, Operations, and Business teams to obtain sign-off on all regulatory business requirements. Serve as a primary liaison between key business stakeholders and technology teams, including recommending business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines. Recommend business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines. Create and facilitate training sessions, webcast demos, quality refreshers, and write User Acceptance Test (UAT) scripts and business scenarios against specified requirements. Create, manage, and maintain project plans and act as the project coordinator for all follow-ups across various departments. Work on multiple projects in parallel focusing on continued delivery of regulatory client deliverables, such as legal statements, performance reporting, advices, letters, and notices. Prepare quality reports, scorecards, management information reports, and trend analysis to support operational decision-making. Support continuous improvement initiatives aimed at enhancing customer experience, operational effectiveness, and quality performance. Fulfill clients' needs while providing an exceptional client experience, measured through established quality and service metrics.