Senior Quality Assurance Administrator - Bilingual

Wells Fargo Bank•Charlotte, NC

6d•Hybrid

About The Position

Wells Fargo is seeking a Senior Quality Assurance Administrator to support Global Payments & Liquidity. The role strengthens the risk and compliance environment through quality assurance, proactive monitoring, governance, and effective risk identification and escalation. The administrator adheres to applicable policies and procedures, supports timely issue remediation, and makes sound risk decisions aligned with the business unit’s risk appetite and regulatory requirements. This position offers a hybrid work schedule. Specific compliance policies may apply to outside activities and personal investing. Employees affected by those policies must provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable requirements if hired; expectations will be shared during recruitment.

Requirements

At least 2 years of Quality Assurance support experience, or equivalent demonstrated through work experience, training, military experience, or education.
Bilingual speaking proficiency in Spanish and English.

Nice To Haves

Strong analytical skills with exceptional attention to detail and accuracy.
Ability to organize and manage multiple priorities effectively.
Ability to work effectively in a virtual environment across multiple time zones and locations.
Ability to handle confidential and sensitive information with professionalism and discretion.

Responsibilities

Provide support and scoring guidance to quality assurance staff by answering questions on regulations, compliance, procedures, policies, and First Call Resolution.
Escalate key maintenance errors identified during scoring and ensure they are resolved.
Review programs, processes, and documentation for compliance with internal company requirements and government regulations.
Review systems to ensure company standards are met, exceptions are documented, and issues are escalated as necessary.
Assist in developing and designing product-specific databases.
Review and score work.
Prepare calibration scores and facilitate team calibrations to ensure consistent quality scores delivered to clients.
Monitor quality assurance programs and processes to identify gaps and assess risk.
Design and conduct training as needed.
Coach staff and track performance expectations and results.
Make final scoring decisions on disputes that impact quality results.
Interact with staff and business partners to promote teamwork and departmental effectiveness.
Follow applicable risk programs, Wells Fargo policies, and procedures; fulfill risk and compliance obligations; and escalate and remediate issues in a timely and effective manner.