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
- The role of QAA2 is to perform audit of the work completed by the Operations team members.
- Besides performing audit, the team member is responsible to provide the root cause analysis of the errors marked for the trends to be looked at by the business partners.

**Responsibilities**
- Performs a variety of Quality assurance operational tasks for the low to mid complex processes or functions
- Partner with operations to help identify, research, resolve and report all discrepancies related to quality findings
- Providing support to new joiners/existing team members on queries related to process
- Ability to innovate by simplify the process, eradicating waste and eliminating duplication of work
- Exercises some judgment within guidelines
- Ability to connect with LOB partners on conference calls/understand updates etc.
- The role of Quality Assurance Administrator is to perform audit of the work completed by the Operations team members.
- Performs a variety of Quality assurance operational tasks for the low to mid complex processes or functions.
- Partner with operations to help identify, research, resolve and report all discrepancies related to quality findings.
- Providing support to new joiners/existing team members on queries related to process.
- Besides performing audit, the team member is responsible to provide the root cause analysis of the errors marked for the trends to be looked at by the business partners.
- Duties may include - assigning, receiving and reviewing incoming work, contacting appropriate resources as needed, resolving complex customer/client requests using multiple resources and records.

**Required Qualifications**:

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

**Essential Qualifications**
- University degree in Business or related discipline
- Mortgage industry experience preferred
- Experience of at least one year in Document Management
- Intermediate Microsoft Office skills
- Good analytical skills with eye to details
- Fluency in English and Strong communication skills both written and spoken
- Flexible with working in US operational hours i.e. India night shifts
- Quality-Oriented. Demonstrates high-level of attention to detail meeting deadlines Working knowledge in back office processing experience or its equivalent
- College graduate, preferably in Commerce
- Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
- Takes ownership for responsibilities.
- Recognizes and respects the strengths of others in the organization
- Can adapt to a changing environment and circumstances
- Exhibits a commitment to the company.

**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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