Quality Assurance Administrator

3 months ago

Hyderabad Telangana, India Wells Fargo Full time

**About this role**:
Wells Fargo is seeking a Quality Assurance Administrator who will be part of Consumer and Small Business Banking Operations (CSBBO) Risk Programs, Quality Management (QM) team to monitor and evaluate the calls/claims processed by analysts based on the appropriate regulations, line of business policies and procedures and scoring guidelines to mitigate potential risk to Wells Fargo and its customers. This team conducts quality assurance review of voice/Non-voice reviews within CSBBO. The primary objective is to test random samples to ensure accuracy of work processed, while also providing defect feedback to the line of business. Reporting is provided monthly to the line of business.

**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**:

- Basic knowledge and understanding of bank regulations/compliance, policies, processes, and procedures
- Quality-Oriented and Demonstrates a high-level of attention to detail
- Ability to meet deadlines
- Degree in Business or related discipline
- Demonstrates a high degree of reliability, integrity, and trustworthiness
- Can adapt to a changing environment and circumstances
- Exhibits a commitment to the company
- Experience of at least One year in Credit Card or Debit Card call / claim operations
- Performs a variety of Quality Assurance Operational Tasks for multiple review types require a focus on regulatory and policy adherence
- Coaching, training and mentoring new joiners/existing team members
- Takes accountability for entire process from receipt of work to resolution and closure
- Tasks require coordination of information among various operational areas and customers
- Duties may include - assigning, receiving, and reviewing incoming work, contacting appropriate resources as needed, resolving complex customer/client requests using multiple resources and records
- Works under general supervision following established procedures
- Ability to innovate by simplifying 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.

**Job Expectations**:

- Financial industry experience preferred
- Overall experience of 2 years which requires at least One year in Quality Assurance related work
- Working knowledge of MS Excel, MS Word, Microsoft Access is preferred
- Fluency in English and Strong communication skills both written and verbal
- Flexible with working in US operational hours i.e. night shifts
- Strong analytical skills with focus on details

**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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