Senior Quality Assurance Administrator

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution

• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations

• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary

• Assist in development and design of product specific databases

• Review and score work

• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients

• Monitor quality assurance programs and processes to identify gaps and risk assessment

• Design and conduct training for as needed

• Provide coaching to staff and track performance expectations and results

• Make final scoring decisions on disputes which impact quality results

• Interact with staff and business partners to promote team work and departmental effectiveness

Required Qualifications, US:

• 4 years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1 year Call Center experience  

• Experience monitoring calls

• Bilingual speaking proficiency in Spanish/English

• Quality assurance testing experience

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

• Ability to identify and report risk identified following established guidelines

• Ability to handle confidential material in a professional manner

• Ability to exercise independent judgment and creative problem-solving techniques

• Strong organizational, multi-tasking, and prioritizing skills

• Strong analytical skills with high attention to detail

• Proven ability to work independently within a fast-paced environment

• Microsoft Office experience with Basic to Intermediate MS Excel skills

Job Expectations:

• Schedule is Monday through Friday 8:00 AM and 5:00 PM. Hours may vary based on business needs.

Posting End Date: 

*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.