Senior Quality Assurance Administrator
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About The Position
Wells Fargo is seeking a Senior Quality Assurance Administrator in Commercial Banking as part of the Commercial Banking Flood Operations team. The Commercial Banking Flood Operations team is a key control in ensuring Wells Fargo is fully assessing Flood risk and is compliant with the FDPA Policy. In this role, you will provide support and scoring guidance to quality assurance staff by answering questions on regulations or compliance, procedures, policies, and First Call Resolution. You will escalate key maintenance errors identified during the scoring process and ensure resolution, reviewing programs, processes, and documentation to ensure compliance with internal company requirements or government regulations. Additionally, you will review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary. You will assist in the development and design of product-specific databases, review and score work, prepare calibration scores, and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients. You will monitor quality assurance programs and processes to identify gaps and risk assessment, design and conduct training as needed, provide coaching to staff, and track performance expectations and results. You will also make final scoring decisions on disputes which impact quality results and interact with staff and business partners to promote teamwork and departmental effectiveness.
