Quality Assurance Administrator

Wells Fargo Bank•Salt Lake, UT

2d•Hybrid

About The Position

Wells Fargo’s Global Payments & Liquidity team is seeking a Quality Assurance Administrator to support the WellsOne Fraud and Billing Quality Assurance program. This hands-on role reviews and scores work, ensures adherence to quality standards, maintains QA program documentation, and supports operational excellence. The administrator contributes to accurate, timely, and well-governed QA outcomes by supporting calibration and dispute processes, developing training, and promoting consistency, transparency, and continuous improvement. The position reports to the Quality Assurance Associate Manager and supports the broader QA team. The role performs detailed QA scoring of WellsOne Fraud and Billing work, applies QA methodologies and review thresholds, documents exceptions, and makes final scoring decisions on fraud and dispute work. It also supports QA governance and documentation, metrics and reporting, databases and reference materials, training and calibration, coaching, and cross-functional issue resolution. The position is hybrid, with work from the posted office location required three days per week. The schedule is Monday through Friday, between 6 a.m. and 4 p.m. Mountain Time. The position is not eligible for visa sponsorship. Specific compliance policies may apply to outside activities and personal investing.

Requirements

At least 1 year of Quality Assurance support, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
Willingness to work from the posted office location three days per week on a hybrid schedule.
Ability to work Monday through Friday within the stated schedule of 6 a.m. to 4 p.m. Mountain Time.

Nice To Haves

Experience supporting QA in fraud, billing, payments, or financial services environments.
Strong analytical skills, including the ability to identify trends, gaps, and root-cause drivers.
Ability to interpret policies, procedures, and regulatory requirements and translate them into QA decisions.
Proficiency with QA scorecards, workflow tools, reporting systems, and Excel.
Strong written and verbal communication skills, including documentation and training experience.
Ability to work independently, manage competing priorities, and maintain accuracy in a fast-paced environment.
Ability to perform detailed QA reviews accurately and consistently while adhering to standards.
Ability to support a high-volume QA environment and collaborate with stakeholders across Fraud, Billing, and QA leadership.

Responsibilities

Perform hands-on QA scoring and review of WellsOne Fraud and Billing work for accuracy, policy adherence, compliance alignment, and correct application of procedures.
Apply QA methodologies, scoring standards, and review thresholds consistently across assigned evaluations.
Maintain documentation integrity, support controls, and follow established quality methodologies.
Clearly document exceptions, errors, and discrepancies, and escalate issues according to team procedures.
Make final scoring decisions on fraud and dispute work and document and communicate outcomes appropriately.
Review systems, workstreams, and documentation for compliance with company standards; note exceptions and escalate issues.
Maintain, update, and improve desktop procedures, job aids, and QA process documentation with the QA Associate Manager.
Support production of QA metrics, performance summaries, and insights on trends, gaps, and risk indicators.
Help develop and maintain product-specific databases, QA repositories, and reference materials.
Prepare calibration materials, facilitate calibration sessions, and support scoring consistency across reviewers and stakeholders.
Design, update, and deliver role-specific training for onboarding, skill development, policy changes, and continuous improvement.
Provide coaching and feedback to QA team members to promote accuracy, standards adherence, and capability development.
Support performance expectation tracking and contribute performance-related insights for the QA Associate Manager.
Respond to QA inquiries and provide guidance on regulations, compliance requirements, policies, and procedures.
Escalate material errors, systemic issues, and trends, and partner with the QA Associate Manager on root-cause identification and resolution.
Collaborate with business partners, operational leaders, and QA team members to communicate quality outcomes and emerging risks.
Promote teamwork, knowledge sharing, accuracy, consistency, and client impact.
Follow applicable Wells Fargo policies and procedures, fulfill risk and compliance obligations, and escalate and remediate issues in a timely and effective manner.