Quality Manager 1 (Eexcutive Office Pre-QA)
Wells Fargo
Manila Philippines
4d ago

Market 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.

Department Overview

The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster.

Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.

The Pre-response Quality Assurance team will be performing a quality assurance review of responses from the Executive Office that will be sent to customers.

If there are errors or corrections, this work will be sent back to the Executive Office team to correct. As a part of the Quality Assurance process, the team members will review previously conducted research on incoming consumer complaints to the standard of the Complaints Management Policy.

The team works with the Executive Office Research Team to ensure that customer complaints are resolved correctly and that communications document issues and resolution.

About the Role

The Quality Manager1 of the Executive Office Pre-response QA team is responsible in managing multiple teams or one large team of Quality Assurance Analysts and is involved in daily operations and provides oversight through subordinate managers.

Ensures standards are created and maintained including creation of approaches and plans to correct problems

Responsibilities

Manage daily QA review caseload to ensure review and feedback is provided within 24 hours, unless shorter time frame needed to meet complaint case SLA.

Review written responses to ensure free of grammar / spelling errors, to ensure letters are customer friendly / tailored to the specific customer and to ensure the response addresses the complaint.

Review complaint case to ensure thorough research was performed, case SLA and regulatory requirements are met, and the complaint database is tracked accurately for reporting.

Provide coaching and feedback to team members to improve written responses and guidance on proper research and data tracking.

Provide feedback & coaching to QA Analysts during the review process.

Look for opportunities to mitigate risk during the complaint process, when reviewing procedures, processes & response letters.

Facilitate the on-boarding training process of UW, complaint procedures and system training for new hires in conjunction with managers.

Identify training and coaching opportunities to help improve team member performance and overall quality scoring.

Provide feedback to improve or create departmental procedures as identified through training and QA reviews.

Ensures corrective action on exceptions and problems identified, required data is input and proper procedures were followed.

Ensures identified risks and / or problems are clearly documented and interacts with appropriate parties for timely resolution.

Identifies risks and problem areas and recommends standards, policies, and procedures to correct deficiencies and improve performance.

May design and conduct training programs.

Market Skills and Certifications

College graduate; Bachelor's Degree, any field.

  • At least 1 year of relevant working experience in a financial account / campaign as a Quality Assurance Manager (or similar) in a contact center environment / financial services industry, handling customer complaints and escalations.
  • At least 2 years of management experience or 3 years leadership experience; or a combination of both
  • At least 4 years of quality assurance experience.

    Ability to handle multiple tasks and meet tight deadlines

    Strong analytical and problem solving skills

    Demonstrated high integrity, tenacity and sense of urgency with previous positions

    Advanced Microsoft Office skills. Strong analytical skills with high attention to detail and accuracy.

    Knowledge of Consumer Credit Solutions and its regulatory environment

    Excellent English communication skills, both verbal and written.

    Willing to work on shifting schedules and holidays.

    Willing to work in McKinley Hill.

    Leadership Expectations at Wells Fargo

    As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
  • 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.

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