CSBBO Strategic Transformation Quality Management Facilitator - Senior Quality Assurance Administrator
About this role:
Wells Fargo is seeking a Senior Quality Assurance Administrator to join Wells Fargo Consumer and Small Business Banking Operations, Phone Bank Research, Learn more about our career areas and lines of business at wellsfargojobs.com.
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
- Assist in development and design of product specific databases
- 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 as needed
- Provide coaching to staff and track performance expectations and results
- Interact with staff and business partners to promote teamwork and departmental effectiveness
- Possess strong facilitation skills to effectively lead discussions and workshops.
- Plan and prepare facilitation sessions, taking into account the objectives, desired outcomes, and participant needs.
- Facilitate discussions, brainstorming sessions, problem-solving activities, and decision-making processes.
- Continuously evaluate and improve facilitation techniques and processes.
- Flexibility and adaptability to respond to changing needs and situations.
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 with supporting CSBBO Strategic Transformation QA
- Strong facilitation skills
- Plan and prepare facilitation sessions, taking into account the objectives, desired outcomes, and participant needs.
- Design and conduct training as needed
- Experience in CIV, CCM, HOGAN, NEXIDIA, and Open Text
- Flexibility and Attention to detail
- Ability to identify and report risk identified following established guidelines
- Exhibits a commitment to the company
- Strong interpersonal and communication skills, with the ability to engage and connect with diverse groups of people.
- Strong organizational and time management skills, with the ability to multi-task and prioritize effectively.
Posting End Date:
23 Mar 2025
*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.
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.
Top Skills
What We Do
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
Gallery
.JPG)
_2.png)
