Bilingual Spanish Senior Operations Analyst for Voice Recording Platform ( NEXIDIA Configuration )
Wells Fargo
Manila, Philippines
4h ago

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.

Roles / 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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