Quality Assurance Analyst - Bilingual Spanish
Wells Fargo
Manila, Metro Manila
2d ago

Job Description

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.

Responsibilities

  • 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

  • Bachelor's degree
  • 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
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