Senior Quality Assurance Administrator - Bilingual

Senior Quality Assurance Administrator in Consumer Collections and Servicing

Wells Fargo is seeking a Senior Quality Assurance Administrator in Consumer Collections and Servicing as part of Front-Line Risk. In this role, you will:

1. Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution
2. 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.
3. Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary.
4. Assist in development and design of product specific databases.
5. Review and score work
6. Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients.
7. Monitor quality assurance programs and processes to identify gaps and risk assessment.
8. Design and conduct training for as needed.
9. Provide coaching to staff and track performance expectations and results.
10. Make final scoring decisions on disputes which impact quality results.
11. Interact with staff and business partners to promote teamwork and departmental effectiveness.

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. Bilingual

Desired Qualifications:

• Bilingual Spanish verbal and written proficient
• Experience in Operations Effectiveness Team and/or CCS including Card, Retail, Retail-Dillard's, Personal Lines and Loans, ODCR, Bankruptcy, Recovery or Legal
• Experience reviewing and analyzing polices, processes, procedures and regulations specific to CCS Collections
• Knowledge of bank regulations/compliance, policies, collection processes and collection procedures
• Strong communication skills with the ability to effectively communicate and present to all levels of management
• Proven ability to manage multiple tasks/projects while meeting or exceeding deadlines 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 build strong relationships
• Advanced or working knowledge in Microsoft Word, Excel and PowerPoint

Hybrid Schedule: 8am-5pm Monday-Friday/ 3 days in office and 2 days remote

Training: One on One

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.

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.