The ECMO-CDAR (Complaints Data Analytics ad Reporting) is a customer data and analytics center of excellence. It has a robust infrastructure that fully supports the lines of business and coordinates across them.
It is a support for line of business leadership, leveraging technology to effectively manage risk. The team provides an understanding of customer pain points in a more proactive and consistent manner and delivers a more holistic view of customer concerns with real near time understanding of emerging and systemic issues through a deeper identification of customer concerns through root cause analysis.
The team is responsible for consolidated, integrated, and consistent reporting and analysis to Wells Fargo business lines, Operating Committee, and Board of Directors.
About the Role
An Operations Analyst 3 will typically spend majority of their time both listening and analyzing recorded calls or reading and analyzing emails.
The analyst will be expected to evaluate calls or emails to determine if certain observable characteristics are present in these interactions (e.
g., complaint, rapport, required disclosures, etc.).
They will also be expected to categorize calls or emails into specific buckets based on observable characteristics in the interaction.
Review and analyze calls and emails for the enterprise.
Evaluate calls or emails to determine if certain observable characteristics are present (e.g., complaint, rapport, required disclosures, etc.).
Categorize calls or emails into specific buckets based on observed characteristics.
Forward categorized calls or emails to the appropriate escalation party.
Identify and align insights w / speech studies and document findings.
Utilize Nexidia and / or NICE speech analytics for targeted purposes (i.e. legal, risk, or quality control).
Gather data and assist with the development of in depth case studies in relation to customer experience, risk management, operational efficiency and coaching routines.
Assist with ongoing production and workflow improvement efforts.
Report any production issues.
Market Skills and Certifications
At least 1 year experience in Annotation (transcripts, surveys, emails).
Experience in specialized tasks and teams in CDAR (i.e. SPARC, CET, BOAST)
Experience as second level reviewer and / or similar tasks and responsibilities
Facilitate calibration sessions and partner meetings
Take a lead role in developing and implementing best practices or projects related to performance
Takes initiative in identifying opportunities and provides recommendations
Ability to present projects / initiatives to leaders and business partners
Collaborate with local and onshore peers during meetings and discussions
Ability to listen to calls and read transcripts
Flexible in working at any shift as the business would require it
Completed at least 2 years in College
2 years QA experience or any equivalent operations role, preferably for a financial campaign is a plus.
Experienced in process audits, compliance and regulatory principles.
Experience in recognizing quality and performance measures.
Demonstrate the ability to communicate confidentially and professionally.
Strong organizational, written and verbal communication, problem solving and interpersonal skills.
Intermediate experience w / Excel and Word.
Demonstrated self-starter with the ability to work independently with limited direction.
Demonstrated ability to handle multiple tasks within short timeframes. Have the ability to learn quickly, expand and grow skill set with on- the- job tasks.
Demonstrated experience in meeting daily production goal
Ability to work over time when needed.
Strong analytical skills with high attention to detail and accuracy.
Ability to re-focus based on changing priorities and meet deadlines.
Technical / speech analytics experience is an advantage