About Wells Fargo India and Philippines
Wells Fargo India and Philippines (WFIP) enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Operations, Risk and Audit. We are operating in Hyderabad, Bengaluru and Chennai in India and Manila, Philippines locations. Learn more about WFIP at our International Careers Website .
Department Overview
Quality Management (QM) is part of Consumer and Small Business Banking Operations (CSBBO). Teams perform quality reviews to monitor and evaluate cases and calls (Credit Card and Debit Card) to ensure standard procedures are followed and a quality product is being delivered to customers. We also partner with operations to help identify, research, resolve and report all discrepancies related to quality findings. QM quality team is focused on providing feedback and quality trending to our customers (Credit Card and Debit Card) as well as our business partners.
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About this role:
Wells Fargo is seeking a Quality Assurance Manager...
In this role, you will:
- Manage a team of Quality Assurance Administrators performing Quality Assurance of Voice and Non-Voice banking activities
- Identify training and coaching opportunities of the team
- Develop team members' knowledge and skill for delivering performance meeting SLA standards and continuously improving it to delivery beyond the target set
- Drive decision making based on data analysis and trending of historical data
- Self-identify opportunities for business process improvement and delivery standards and lead the change with strong collaboration with stakeholders
- Materially contribute to other business initiatives and/or change management programs
- Take complete ownership and accountability to deliver the activities within scope of responsibilities following applicable laws/regulations and company policies/procedures.
- Ensure smooth transition of process changes/change management projects
- Ensure standards and governance requirements are strictly complied with
- Seamlessly collaborate with other team to deliver activities related to common objective
- Upkeep own functional knowledge and be single point of contact for team members for resolving any functional queries
- Build and maintain strong relationship with all stakeholders
- Establish a robust routine to deliver management activities effectively including supervision of daily operations
- Ensure root cause analysis of defects identified are carried out effectively resulting in identification of coaching opportunities and/or process improvements
- Conduct routine to moderately complex research of the business, including monitoring methodology, quality scorecards, and comprehensive reporting
- Assist with development of service level agreements and other departmental initiatives, such as technology or reporting improvements
- Coach staff to ensure resolution of complex issues where expertise is required to interpret and administer policies, guidelines or processes
- Conduct routine to moderately complex research of the business, including monitoring methodology, quality scorecards, and comprehensive reporting
- Represent the department on broader initiatives
- Ensure effective communication strategy and adherence to company and unit policies, procedures and practices
- Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:
- 4+ years of Quality Assurance or Banking Operations experience and 3+ years of leadership experience which should include managing a team of minimum 10 people out of 12+ years of experience with MNC Bank.
- Work experience involving voice process and Fraud and Claims Process (Debit and Credit Cards) will be an added advantage
2 Oct 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.