About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator to support Wells Fargo Remediation work stream activity. Specifically, you will be part of the Quality Management group. This high-performing team provides oversight and monitors the overall performance against program requirements of services provided by our vendor.

The Enterprise Complaints and Remediation ECR organization is an enterprise function. This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. The organization enables more effective and coordinated monitoring, reporting and stakeholder communications. Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.

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 teamwork and departmental effectiveness

Required Qualifications:

• 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 verbal, written, and interpersonal communication skills
• Advanced ability in collaboration, partnering and consulting skills
• Effective organizational, multi-tasking and prioritization skills
• Effective time management skills and ability to meet deadlines
• Ability to exercise independent judgment to identify and resolve problems
• Advanced analytical skills with high attention to detail and accuracy
• Ability to turn findings into executable plans to meet business objectives
• Advanced Microsoft Office skills
• Bilingual proficiency in Spanish, to include all bilingual tasks performed in the role (including Speaking, Listening, Reading, Writing, Translating, and so on).
• Knowledge and understanding of consumer related remediation policy, process, and procedures

Job Expectations:

• Monitoring and scoring the quality of inbound and/or outbound customer calls
• Act as a Quality Assurance subject matter expert for ECR
• Use in-depth knowledge to provide consistent, written feedback and guidance according to QA standards
• Conduct QA of QA; review and evaluate quality monitor evaluations to ensure accuracy
• Responsible for expedited resolution and execution of remediation activities
• Analysis work performed to identify and address gaps
• Provide reporting and trending
• Involvement in identifying deficiencies in scripting
• Participation in miscellaneous assigned tasks
• Networking & collaborating with team in multiple locations

Location(s):

• Charlotte, North Carolina
• Fort Mill, South Carolina

Pay Range:

• 23.13 - 41.11 USD Hourly

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States. This Position is Not Eligible for Visa Sponsor.

@RWF22

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.