Quality Assurance Administrator

About this role:

Wells Fargo is seeking a Quality Assurance Administrator in the Quality Assurance department as part of Consumer and Small Business Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

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
• Act as a subject matter expertise
• Provide information and assist in the feedback and education to staff

Schedule:

• Available work shift(s): 6:30am-3:30pm, 7am-4pm, 8am-5pm, 9am-6pm, or 9:30am-6:30pm Monday-Friday (Shift is subject to change based upon business need)
• Opportunities for Overtime, may become required due to business need

Training:

• You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 2-3 weeks. You are required to attend the full duration of this paid 2-3 weeks of training.
  • Training hours are:
    • Chandler, AZ 8:00 a.m. – 5:00 p.m. Monday-Friday MST
    • Charlotte, NC 11 a.m. – 7:00 p.m. Monday – Friday EST
• We’re open from Monday - Friday, 6:30 a.m. – 6:30 p.m. (EST). Your regular work schedule will be based on business need.

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:

• Intermediate Microsoft Office (Word, Excel, PowerPoint, Outlook) skill
• Strong analytical skills with attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Ability work effectively within a team environment and across all organizational levels
• Ability to take initiative and work independently with minimal supervision
• Strong organizational, multi-tasking, and prioritizing skills
• Adept with coordinating multiple tasks to meet aggressive time frames
• Ability to meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Knowledge of DAT, CCM, DASH, FDR, First Track, Hogan, Prevent, CLAIMS, Claims 2.0, VROL, UW, SVP, XPM, Indigo systems, department functions, policies and procedures

Job Expectations:

• Training will be fully on-site, once successfully completed this position offers a Hybrid work schedule
• This position is not eligible for Visa sponsorship

Posting Location:

• 2800 S Price Rd, CHANDLER, AZ 85286
• 1525 W W T Harris Blvd, CHARLOTTE, NC 28262

Posting End Date: 

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

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.

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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.