Quality Assurance Administrator

About This Role

Wells Fargo is seeking a Quality Assurance Administrator.

In This Role, You Will

• Monitor and evaluate the quality of inbound or outbound customer calls
• Document quality issues and performance measures for management review
• Oversee a group of service monitors
• Provide information and assists in the feedback and formal education process of other staff
• Work closely with both internal and external customers to meet their service needs
• Act as a subject matter expertise
• Provide information and assist in the feedback and education to staff
  
  

Required Qualifications:

• 2+ years of Quality Assurance, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

Desired Qualifications:

• Excellent communications skills
• Strong Mortgage domain (Retail)
• Keen eye for details / good observation skills
• Good problem solving and basic analytical skills
• Achieve / exceed the set productivity targets.
• Complete tasks within process specific TAT
  
  

Job Expectations:

• Work independently with minimum supervision
• Will process multiple critical work items
• Flexible for night shift
• Reports problems with procedures and recommends improvements to onshore LOB supervisor and/or management
• Recommends operational improvements / suggest best practices
• Partnering with onshore BLC's / LOBs
• Directly responsible for providing support and guidance to team members by communicating business changes, procedures, updated and reiterations
• Demonstrate high degree of Integrity and honesty.
• Adapt to changes, take ownership, show accountability.
• Shows enthusiasm towards taking up additional tasks.
  
  

Posting End Date:

• Job posting may come down early due to volume of applicants.
  
  

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants With Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment And Hiring Requirements

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
  
  

Reference Number

R-410630