About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator in Chief Operating Office (COO) Operations Shared Services. Learn more about career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Perform quality assurance reviews within Shared Services Operations (SSO) to assess compliance with Wells Fargo's Complaints Management Policy
• Utilize review systems to ensure company standards are met, exceptions are notated, and issues are escalated as necessary
• Facilitate or engage in calibration sessions across the team to ensure consistency of quality scores delivered to the organization
• Engage with business partners on results, remediations, and next steps
• Participate in creation of presentations and reports summarizing QA results.
• Engage/Interact with business leaders to communicate results and drive corrective action plans when warranted.
• Design and conduct training materials, as needed
• Perform other duties as assigned

Required Qualifications, US:

• 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:

• 2+ years' experience with Complaints Management Policy
• Experience with quality assurance in banking operations
• Strong analytical skills with high attention to detail and accuracy
• Capability of working in a rapidly changing, highly complex matrixed environment
• Ability to identify and evaluate trends, isolate root cause, and recommend swift and thorough resolution
• Experience partnering with business leaders and influencing decisions
• Communication across various levels of the organization
• Experience creating sample populations
• Proficient in Microsoft Excel, Word and PowerPoint
• Excellent written and verbal communication skills
• BA/BS degree preferred

Required Locations for this position:

550 S. Tryon, Charlotte, NC; 30 Hudson Yards, New York, NY; 2701 Wells Fargo Way, Minneapolis, MN or 11601 N Black Canyon Hwy, Phoenix, AZ.

NY-NY Pay Range: NYC 57700-102700 Annually.

This position is not eligible for Visa sponsorship.

Pay Range
$23.13 - $41.11 Hourly
Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

• 401(k) Plan
• Paid Time Off
• Parental Leave
• Critical Caregiving Leave
• Discounts and Savings
• Health Benefits
• Commuter Benefits
• Tuition Reimbursement
• Scholarships for dependent children
• Adoption Reimbursement

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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.