Bilingual Spanish Senior Operations Analyst for Voice Recording Platform ( NEXIDIA Configuration )
Wells Fargo
Manila, National Capital Region, Philippines
1d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a leading global financial services company headquartered in San Francisco (United States).

Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients.

We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace.

Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you.

Market 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

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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