Senior Quality Assurance Analyst ( Supervisor Level )

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.

About Wells Fargo Philippines

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.

Market Job Description

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 3, 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

Develops solutions to a variety of complex problems in the review and analysis of credit files, insurance claims, documents and/or processes for quality and compliance to bank policies and procedures, and/or government regulations. Represents organization as prime contact on contracts or projects. Provides input and influence on the overall objectives and long-range goals of the quality assurance function.

• 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

• 4+ years of experience in quality assurance as Team Lead 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 4 / Team Lead 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.