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Lead Quality Assurance Administrator

  • Operations
  • Full time
  • R-380927

About this role:

Wells Fargo is seeking a Lead Quality Assurance Administrator.


In this role, you will:

  • Support performance and overall effectiveness of team, as well as cross-group complex quality assurance and assess problems and issues to ensure activities follow the necessary internal and external regulatory and risk management practices
  • Provide feedback and present ideas for improving or implementing processes and tools
  • Perform or guide others on complex development of new concepts, techniques and standards that require planning, evaluation, and interpretation
  • Independently prioritize work and provide day-to-day-work leadership and mentorship to team
  • Lead or contribute to reviews including analysis and trending of findings, proposed recommendations for change to impact future quality, test development and reporting on results
  • Provide guidance and subject matter expertise to immediate team and functional are
  • Coach lower level analysts on quality assurance, department operations, procedures and policies


Required Qualifications:

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

Desired Qualifications:

  • 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.
  • Coaching, training, and mentoring new joiners/existing team members
  • Fluency in English and Strong communication skills both written and spoken
  • Flexible with working in US operational hours i.e., India night shifts & follow US holidays
  • 4:1 work from home model ( 4 days in office)
  • Intermediate Microsoft Office skills.
  • Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
  • Takes ownership for responsibilities
  • Experience in Quality Assurance, or equivalent demonstrated through one or a combination of the following: work experience, training.
  • Minimum of 4-5 years of experience of cross skilled  processing of  multiple queues in BRES.
  • Extensive knowledge of Kofax Analytics & ICMP applications

Job Expectations:

  • Graduation degree
  • Exhibits a commitment to the company

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.


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