Job Description

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator to join the Redress, Accommodations, Mediations, and Strategic Planning (RAMSP) Quality Management team within Enterprise Complaints and Resolution. The Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization is comprised of three, specialized teams, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers. Those teams include the Enterprise Redress Office (ERO), Mediation Program, and the Enterprise Incident Customer Accommodations Office (EICAO). Additionally, the organization leads strategic planning efforts for ECR, working to ensure that ECR-wide strategic goals are not only met but in alignment with Enterprise focus areas.

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

Required Qualifications, International:

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

Desired Qualifications:

• Experience with call monitoring activities
• Ability to follow procedural steps and job aids to ensure quality assurance results are properly tracked

Job Expectations: 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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.