50734BR
Quality Assurance Analyst 2
Quality Assurance
Makati
Philippines
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
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.
Achieve / exceed the set productivity targets.
Complete tasks within process specific TAT
Number of errors are consistently below process quality threshold
Is supportive of the team and contributes to it in an individual capacity
Receives feedback openly from others post implementation of learning experiences
Adapts to change within the organization with guidance from others
Proactively shares knowledge and readily helps and guides others
Proactively volunteers to contribute in team initiatives
Market Skills and Certifications
Ability to handle multiple tasks and meet tight deadlines
Strong analytical and problem solving skills
Ability to multi-task and prioritize in a rapidly changing environment
Team player and enjoy supporting and achieving team goals
Self-starter and take pride and ownership of all tasks assigned
Demonstrated high integrity, tenacity and sense of urgency with previous positions
Ability to work overtime, weekends and holidays if required
Intermediate Microsoft Office skills
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Solid understanding of Wells Fargo enterprise-wide policies and procedures
Knowledge of complaints and its regulatory environment
Demonstrated experience in Universal Workstation
Exceptional relationship-building and team collaboration skills
Adept at working in a fast paced and constantly shifting environment
Experience with Microsoft Office Suite
Demonstrated excellent verbal and written communication skills
Strong analytical and problem resolution skills
Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing and managing pipeline effectively
Demonstrated 1+ year experience in at least one of the following systems: FDR, ECaR, UW/ECMP
Proficiency in written and verbal communications
Customer service driven
Conduct in-depth research based upon Customer Complaints
Accurate and timely capture and input of data into various systems and applications
Responsible for completing all assigned tasks accurately and within the defined processing time frame
Understanding of the production environment requirements
Adhere to all aspects of the production related procedures to ensure all internal controls are followed
Escalate any problems resolving exceptions, issues or delays in a timely manner to Supervisor and state side partners, as applicable
Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance
Monitor various email boxes and decision requests based on certain business criteria
Manage multiple projects concurrently and effectively
Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards
Ensure final response complies with all submission requirements
Complete special projects as assigned
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.
Region
APAC
Location
Metro Manila