Quality Analyst (Consumer Banking)

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. 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. Learn more at our International Careers website.

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, Operations, 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 Role

Quality Analyst, internally known as Quality Assurance Analyst 1 is responsible in reviewing programs, processes, claims, documentation, and/or files to ensure compliance with internal company requirements and/or government regulations.
Responsibilities
Call monitoring, case review and process improvement
Providing feedback and recommendation
Evaluating in-process, closed, cancelled credit applications, insurance claims, accounts, systems and/or files to ensure company standards are met;
Ensuring corrective action on exceptions and problems;
Providing guidance to lenders and other staff regarding documentation and underwriting requirements;
Ensuring required data is input to appropriate system for tracking and recording;
Performing ongoing file reviews and generating reports summarizing results
Identifying risks and problem areas and recommend standards, policies, and procedures to improve performance;
Designing and conduct training programs

Requirements
Bachelor's degree
At least 2 years of customer service (voice) experience in BPO setting
At least 2 years of quality assurance experience is required for external candidates
Very good written and verbal communication skills
Amenable to work on shifting and night schedules
Amenable to work in McKinley Hill, Taguig

Important note:In the interest of a faster and easier application process, kindly bring the following documents if they are available: valid government IDs (2 primary or 4 secondary), Certificate of Employment from your 2nd to the most recent employer with your start and end date, NSO-issued birth certificate, proof of SSS, TIN, Pag-Ibig, PhilHealth, and proof of education. Thank you for your cooperation.