Quality Assurance Administrator

3 weeks ago

Bengaluru Karnataka, 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, US**:

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

Desired Qualification.
- Knowledge about various parties involved in the Closing transactions
- Sound knowledge about TILA and RESPA
- Must have good knowledge about Title and Closing documents, such as Closing Disclosure, Conveyance Deeds, Security Instruments etc.
- Ability to analyze the recording fees of Closing documents
- knowledge of closing fee for different states/counties
- Knowledge of Closing disclosure review process
- Knowledge of Buyer/seller broker/settlement agent role in mortgage cycle
- **Job Expectations**:

- Minimum of 12 months completion in current role
- 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.
- 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
- Ability to manage multiple tasks under pressure
- Excellent communications skills
- Good problem solving and analytical skills

**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.

**Wells Fargo Recruitment and Hiring Requirements**:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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