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Senior Quality Assurance Administrator

4 weeks ago

Hyderabad, Telangana, India WELLS FARGO BANK Full time

About this role:

We are seeking a Senior Quality Assurance Administrator to join our team at Wells Fargo Bank. In this role, you will be responsible for providing support and scoring guidance to quality assurance staff, as well as escalating key maintenance errors identified during the scoring process.





  • Key responsibilities:



    • Provide support and scoring guidance to quality assurance staff by answering questions on regulations or compliance, procedures, policies, and First Call Resolution.

    • Escalate key maintenance errors identified during the scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations.

    • Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary.

    • Assist in development and design of product-specific databases.

    • Review and score work.

    • Prepare calibration scores and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients.

    • Monitor quality assurance programs and processes to identify gaps and risk assessment.

    • Design and conduct training as needed.

    • Provide coaching to staff and track performance expectations and results.

    • Make final scoring decisions on disputes that impact quality results.

    • Interact with staff and business partners to promote teamwork and departmental effectiveness.



  • Qualifications:



    • 4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education.

    • Able to multi-task to accomplish tasks effectively.

    • Able to interpret documents or requests received.

    • Strong verbal and written communication skills.

    • Attention to detail.

    • Excellent data entry skills.

    • Ability to work quickly and accurately while maintaining acceptable standards of workmanship.

    • Quick learner with the ability to retain a high volume of information.

    • Ability to recognize and escalate any discrepancies identified or noticed while processing.





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.



Job Expectations:

Should be flexible in working hours as we need to adhere to RTO guidelines and business requirements.



Our Commitment:

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.



Accommodations:

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:

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.