Quality Assurance AnalystWells Fargo

Job Description :
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About Wells Fargo Philippines
enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila.
About the Department
The primary responsibility of a Quality Monitor in The Home Lending Self Assurance Monitoring Team is to evaluate inbound and outbound calls to ensure that all policies, procedures, and regulations are followed and that callers have a consistently positive experience when calling the Investment Contact Center.
About the Role
Internally known as Quality Assurance Analyst 2, the primary responsibility is to monitor and evaluate calls and other communication methods, escalate risk issues to address potential customer, team member, or firm impact and communicate trends and recommend training and/or policy and procedure or other resources to address the trends
Roles/ Responsibilities:
Achieve / exceed the set productivity targets.
Complete tasks within process specific TAT; Number of errors are consistently below process quality threshold is supportive of the team and contributes to it in an individual capacity
Receives feedback openly from others post implementation of learning experiences
Adapts to change within the organization with guidance from others
Proactively shares knowledge and readily helps and guides others
Proactively volunteers to contribute in team initiatives
Market Skills and Certifications
Completed at least 2nd yr college without back subjects
3+ years of experience in quality assurance for BPO or contact center setting
Intermediate Microsoft Office Skills
Strong analytical skills with high attention to detail and accuracy
Amenable to work during night shift, weekends and holidays
Internal Application
At least a level 3 in current role
Experience in quality assurance is preferred but not required
Amenable to work during night shift, weekends and holidays
Desired Qualifications:
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Adept at working in a fast paced and constantly shifting environment
Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
Other Qualifications:
Takes ownership for responsibilities
Will process more critical work items
Requirement to be cross trained were ever feasible
Competency to create basic reports
Can adapt to a changing environment and circumstances
Keen eye for detail
Perform audit of the work completed by Operations team
Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
Complete special projects as assigned
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.

Quality Assurance Analyst
Wells Fargo
Philippines
3-6 years
Not Specified