Merchant Quality Assurance Lead (Senior Business Execution Consultant)

Wells Fargo & Company•Irving, TX

2d•Hybrid

About The Position

Wells Fargo is seeking a Quality Assurance Lead (Senior Business Execution Consultant) to support Merchant Quality Assurance (MQA). This role is responsible for leading quality oversight, managing escalations and appeals, and strengthening QA governance, consistency, and operational effectiveness across a large-scale testing environment. The ideal candidate will demonstrate strong risk-based decisioning, the ability to influence outcomes across multiple stakeholders, and a commitment to driving quality, accuracy, and continuous improvement in a highly regulated environment. This role serves as a key liaison between QA, business partners, and risk teams, supporting both day-to-day execution and strategic initiatives that enhance control effectiveness and testing integrity.

Requirements

4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
Strong knowledge of QA frameworks, control testing, audit readiness, and appeals/escalation management.
Proven experience leading QA programs or initiatives within call center or operations environments.
Experience designing QA processes, governance frameworks, and driving root cause analysis and corrective actions.
Ability to influence cross-functional partners and lead initiatives without direct authority.
Proficiency in QA tools and reporting (Excel, SharePoint, Nexidia/Five9) and experience developing coaching/training programs.
Strong analytical skills with the ability to evaluate procedures, controls, and interactions for compliance and accuracy.
Excellent communication skills with the ability to influence stakeholders at multiple levels.
Demonstrated ability to manage competing priorities in a fast-paced environment.
Operate with a high degree of independence, exercising sound judgment in complex decision-making.
Drive consistency, accountability, and continuous improvement within the QA program.
Balance control integrity with operational practicality to support effective and sustainable outcomes.
Maintain strong partnerships across QA, business, risk, and compliance teams.
Actively support team development, engagement, and performance outcomes.

Nice To Haves

4+ years of experience in Quality Assurance, Risk/Compliance, Operations, or Business Execution.
Experience in banking or other highly regulated environments (e.g., BSA/AML, compliance, QA programs, third-party risk).

Responsibilities

Lead research, review, and decisioning of moderate to complex QA appeals, ensuring alignment with procedures, control intent, and risk standards.
Design, implement, and execute a second-level review process to improve QA consistency, reduce variance, and strengthen control performance.
Provide coaching and development to QA analysts, reinforcing accuracy, judgment, and adherence to control requirements.
Establish and drive team-level disciplines to enhance efficiency, throughput, and testing quality.
Partner with QA leadership to identify trends, root causes, and opportunities for process improvement and control optimization.
Support training development and delivery, including calibration sessions, job aids, and onboarding materials.
Monitor QA results and performance metrics to identify emerging risks and performance gaps.
Collaborate with business stakeholders, risk partners, and procedure owners to ensure alignment and clarity of expectations.
Lead or support strategic initiatives focused on QA program maturity, scalability, and operational effectiveness.
Ensure adherence to regulatory requirements, internal policies, and quality standards across QA activities.
Serve as an escalation point for high-risk issues, complex scenarios, and interpretation challenges.