Senior Quality Assurance Administrator

Wells Fargo Bank•Minneapolis, MN

5d•$25 - $37•Hybrid

About The Position

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. It all begins with outstanding talent. It all begins with you. About this role: Wells Fargo is seeking a Senior Quality Assurance Administrator as part of the Commercial Banking Operations Division. Learn more about the career areas and lines of business at wellsfargojobs.com 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

Requirements

4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Ability to work a hybrid schedule, at least 3 days a week working in office
Ability to work additional hours based on business need

Nice To Haves

3+ years of data collection and reporting experience
Ability to analyze metrics and articulate data trends
Ability to research, trend, and analyze data
Advanced Microsoft Excel skills
Advanced Microsoft Access skills
Ability to provide process improvements and troubleshoot issues
Strong verbal, written and interpersonal communications skills
Ability to communicate with all levels of staff, management, and business partners

Responsibilities

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