About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.
EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
About the Role
Bilingual (Spanish) Quality Assurance Analyst 1 is responsible in reviewing programs, processes, claims, documentation, and / or files to ensure compliance with internal company requirements and / or government regulations.
Evaluating both English and Spanish calls and accounts
Evaluating in-process, closed, cancelled credit applications, insurance claims, accounts, systems and / or files to ensure company standards are met;
Ensuring corrective action on exceptions and problems;
Providing guidance to lenders and other staff regarding documentation and underwriting requirements;
Ensuring required data is input to appropriate system for tracking and recording;
Performing ongoing file reviews and generating reports summarizing results
Identifying risks and problem areas and recommend standards, policies, and procedures to improve performance;
Designing and conduct training programs
Market Skills and Certifications
At least 2 years of customer service (voice) experience in BPO setting
At least 2 years of quality assurance experience is required for external candidates
Quality assurance experience is not required but is a plus for internal candidates
Very good written and verbal communication skills (English and Spanish)
Amenable to work on shifting and night schedules
Amenable to work in McKinley Hill, Taguig