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Senior Quality Assurance Administrator

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator within Enterprise Complaints and Remediation responsible for completing transactional quality control reviews by reviewing actions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed

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:

  • Advanced Microsoft Office skills
  • Strong analytical skills with high attention to detail and accuracy 
  • Excellent verbal, written, and interpersonal communication skills 
  • Ability to interact with all levels of an organization 
  • Ability to quickly establish credibility to build and maintain effective working relationships 
  • Strong project management skills including the ability to handle multiple projects concurrently  
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities 
  • Ability to meet stringent deadlines
  • Ability to facilitate meetings or present information to an audience 
  • Manage a pipeline of manual review efforts for Transactional Quality Management 
  • Provide feedback to internal and external partners 
  • Build relationships with internal and external partners to ensure proper prioritization of policy and procedure requirements
  • Ensure quality assurance deadlines are met by following the COE and Corporate standards/protocols
  • Reviewing remediation efforts at a loan level to identify manual reviews were completed according to policy and procedure
  • Experience utilizing systems MSP, ICMP, 10FC, INDIGO, SHAW/HOGAN

Job Expectations:

  • Must be able to report to the physical office according to a 3/2 hybrid schedule
  • Mon - Friday schedule


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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

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