Senior Quality Assurance Administrator

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator within Unsecured Lending Operations ULO) as part of Consumer Lending Operations.

In this role, you will:

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

• Escalate key maintenance errors identified during 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 score 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 for as needed

• Provide coaching to staff and track performance expectations and results

• Make final scoring decisions on disputes which impact quality results

• Interact with staff and business partners to promote team work and departmental effectiveness

Required Qualifications:

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

​Desired Qualifications:

• Experience reviewing and analyzing polices, processes, procedures and regulations specific to Unsecured Lending Operations.

• Experience in Front Line Risk and/or ULO including Card, Retail, Retail-Dillard's, Personal Lines and Loans, Small Business Operations, ODCR, Bankruptcy, Recovery or Legal

• Proven ability to manage multiple tasks/projects while meeting or exceeding deadlines

• Strong communication skills with the ability to effectively communicate and present to all levels of management

• Knowledge of bank regulations/compliance, policies, collection processes and collection procedures

• Experience with FDR, Hogan, CACS, ECaR, SHAW, ICMP, IRRIS, AIS, ACES

• Experience in analyzing reports and transactions and identify gaps, outliers inconsistencies, trends and patterns

• Proven ability to perform root cause analysis that mitigates risk

• Ability to take initiative and work independently with minimal supervision

• Flexible and adaptable to changes in the workplace with the ability to lead through those changes

• Ability to work independently and be a self-starter to get work completed in a timely manner

• Ability to build strong relationships

• Advanced or working knowledge in Microsoft Word, Excel and PowerPoint

Job Expectations:

• This position offers a hybrid work schedule

• This position is not eligible for Visa Sponsorship

Locations:

• 1455 Ross Ave, Dallas, TX 75202

• 2800 S Price Rd, Chandler, Arizona 85286

• 800 S Jordan Creek Parkway, West Des Moines, IA 50266

• 1525 W W T Harris Blvd, Charlotte, NC 28262

• 7711 Plantation Rd, ROANOKE, VA 24019

• 4101 Wiseman Blvd, San Antonio, TX 78251

• 3201 N 4th Ave, Sioux Falls, SD 57104

Required locations for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

Posting End Date: 

29 Mar 2025

*Job posting may come down early due to volume of applicants.

Applicants with Disabilities

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.