Quality Assurance Analyst 2

Job Description

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 20 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

About Wells Fargo India

Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.

Department Overview

CSBB Operations, delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers.

About the Role

This TM will support quality control activities for the teams in Issue and Inquiry Resolution processes. The role would require analyst to perform quality reviews, reviews of workflow items consisting of viewing document images associated with direct deposit accounts (DDAs)/certificate of deposit accounts (CDAs) products & reviewing of account documentation for Savings, Checking, Global Remittance Services, Safe Deposit accounts for quality standards and for reporting deficiencies. Part of the role would require to verify whether the processor selected the correct option and followed instructions/procedures. Quality Assurance Analyst will support additional Exception Reporting being developed for the Estate Care Center, including testing and validation. Make correction to clear exceptions. Provide Feedback to agent making the error & review self-assurance activity for trends, gaps LOB is experiencing. TM will fulfill work type requirement of performing mid to high complex tasks & meet service level agreement as defined by the business under minimal supervision.

Responsibilities

• A Quality Assurance Analyst 2 to will Review programs, processes, documentation and/or files to ensure compliance with, internal operations, policies, procedures and regulatory requirements.Reviews may have greater complexity & would require additional research with a focus on regulatory or policy adherence. This may require the QAA2 to cover multiple teams or review types. May provide guidance to other QAAs on the team
• Will take accountability of receipt of work to resolution and closure
• Ensure all quality findings are corrected and maintained to quality standards
• Maintain productivity standards of the department. Ensure findings are thoroughly documented on all reviews and that the findings are grammatically correct with no typographical errors. The comments around the findings should be meaningful and detailed in order to communicate the defect cited. Complete reviews within the required timeframes set forth by management
• Correctly document all reviews and retain the applicable documentation. Conduct research/ due diligence around review findings. Identify and communicate risks and problem areas. Recommend standards, policies and procedures to improve performance
• Complete various ad hoc requests at manager’s discretion. Design and conduct training
• Conducting data validation to ensure data input is accurate for tracking and may generate reporting based off reviews; Resolves Disputes/Rebuttals with the business. Prepares month-end reports or other business reporting
• Assists with development of new or enhanced reviews . Assists with development or enhancement of procedures
• Preparing, editing, distributing, and/or correcting specialized and/or complex documents. Works under general supervision following established procedures
• (QAA2 = 20%+ time spent on bold activities described above + high performer, versatility & complex work)

Market Skills and Certifications

Essential Qualifications

• University degree in Business, Commerce or any other discipline
• Experience of 3 plus years in banking/Financial Services operations
• 1 plus years working experience of second review/next level review or Quality control process
• Strong analytical skills with eye to details
• Strong communication skills both written and spoken
• Good command on Coaching, training and mentoring
• Flexible with working in US operational hours i.e. India night shifts
• Schedule is considered to be open-ended. Additional/extended hours may be required based on business need
• Flexibility towards work on different processes/assignments and shifts
• Ability to work effectively as part of a team and takes team initiatives

Desired Qualifications

• Quality-Oriented. Demonstrates high-level of attention to detail meeting deadlines
• Working knowledge in quality assurance or second level review process
• Excellent verbal, written, and interpersonal communication skills
• Ability to interact with all levels of an organization
• Leadership skills including; coaching, training, and mentoring
• Strong analytical skills with high attention to detail and accuracy
• Ability to clearly express ideas and proposed solutions
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Advanced Microsoft Office skills
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Flexible to work in different shifts
• Ability to identify gaps in policies or procedures and make recommendations to make them more efficient
• Experience completing a second level review of other peoples work and provide guidance and feedback
• Ability to perform general operation processing work

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.