Bilingual Spanish Senior Operations Analyst for Voice Recording Platform
Wells Fargo
Manila, National Capital Region
4d ago

Job Description

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.

About the Department

The primary responsibility of a Quality Monitoring team 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 Operations Analyst 3, this role is responsible in providing the operational support necessary to ensure accurate and consistent development and implementation of Self-Assurance Activities (SAA).

The role involves analyzing business issues and makes recommendations to maximize operational efficiency, quality and compliance.

Works under limited supervision to analyze and solve complex operational, systems-related and / or internal customer issues.

Responsibilities

  • Configure NEXIDIA platform for Self-Assurance team
  • Add, create or modify forms in the platform for Bilingual Spanish queue
  • Create and maintains databases and management reports
  • Interpret data and identifying trends for managers
  • Work with managers to apply data to business goals and analytical requirements, which may include capacity planning, volume forecasting and unit costing
  • Manage vendor relationships, defining user requirements and performing user acceptance testing
  • Manage small projects requiring some coordination, and / or contribute to task forces or project teams
  • Identify, develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service
  • Market Skills and Certifications

  • At least 4 years of BPO experience for English and Spanish process
  • Relevant experience administering and configuring NEXIDIA or any voice recording platform for quality assurance process
  • Preferably with quality assurance experience
  • Amenable to work on shifting schedules
  • Amenable to work in McKinley Hill, Taguig
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