Quality Assurance Analyst
Wells Fargo
Manila, Metro Manila
1d ago

Job Description

About Wells Fargo Philippines

Wells Fargo Philippinesenables 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.

Responsibilities

  • Internally known as Quality Monitor 2, the role monitors and evaluates the quality of inbound and / or outbound customer calls.
  • Documents quality issues and performance measures for management review.
  • Provides information and assists in the feedback and formal education process of other employees.
  • May act as a subject matter expert.
  • May act as a team leader in overseeing a group of service monitors.
  • Market Skills and Certifications

  • Graduate of a Bachelor's Degree Course
  • Has a minimum of 1-3 years extensive experience in Quality Monitoring / Assurance
  • Strong attention to detail and documentation skills
  • Able to collaborate, build relationships, and gain buy-in with a diverse group of business partners and team members on a variety of projects and varying timelines
  • Proficient in MS Office; Excel, Word, PowerPoint
  • Must have a good communications skills, both written and verbal.
  • Knowledge and understanding of bank regulations / compliance, policies, process and procedures is preferred
  • Amenable to working on a 5PM-2AM shift M-F
  • Amenable to working on a work from home set up (subject to change)
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