Senior Quality Assurance Analyst
Wells Fargo
Manila, National Capital Region
3d ago

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.

About the Department

The Enterprise Complaints Management Office (ECMO) has accountability for driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience.

About the Role

Quality Assurance Analyst (post self-assurance process) will be responsible for performing basic, comprehensive reviews of one or more types of executive resolution transactions within a business line.

Responsibilities

  • Quality check the research in the systems of record and correspondence conducted by the complaints team members
  • Validate resolution of issues raised in the complaint
  • Review and approve the resolution being provided to the customer
  • Complete scorecards to track the accuracy of the case
  • Monitor caseloads for adherence to SLAs
  • Review and effectively communicate findings rationale of quality review via email correspondence or the dispute process.
  • Complete tasks within process specific TAT
  • Market Skills and Certifications

  • Bachelor’s degree
  • At least 3 years of quality assurance experience in BPO or contact center setting (call monitoring, case reviews, documentation review)
  • Amenable to work on shifting schedules including night shift, holidays and / or weekends
  • Strong analytical and problem solving skills
  • Demonstrated excellent verbal and written communication skills
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