Quality Assurance Administrator

6 months ago

Hyderabad Telangana, India Wells Fargo Full time

**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
- 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**:

- Minimum of 12 months completion in current role
- Excellent communications skills
- Strong Mortgage domain (Retail) & Process knowledge in Document review/Phone call experience/E file validation is required and added experience on CORE/Nexidia is mandatory
- 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
- Number of errors are consistently below process quality threshold
- Good & consistent quality scored maintained for the last 6 months

**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
- Directly responsible for providing support and guidance to team members by communicating business changes, procedures, updated and reiterations.

**Essential Qualifications**:

- Prior Stateside interactions/handling LOB would be added advantage.
- Good Quality scores in the last 6 months (Consistently above threshold).
- Amenable to work in the night shift and holidays.
- Demonstrate high degree of Integrity and honesty.
- Adapt to changes, take ownership, show accountability.
- Shows enthusiasm towards taking up additional tasks.
- Process Training exposure would be an advantage.

**Posting End Date**:
**Job posting may come down early due to volume of applicants.**

**We Value Diversity**

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.

**Applicants with Disabilities**

**Drug and Alcohol Policy**

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

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