Senior Quality Assurance Administrator

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator in the Global Payments and Liquidity (GPL) Front Line Risk Execution: Control and Process Monitoring Team. 

The Senior Quality Assurance Administrator will provide support for a variety of diverse support functions and/or operations/production oversight for multiple business groups or a Line of Business. This will include business/system configuration and rules management activities supporting regulatory/compliance matters, business continuity planning, regulatory responses, change communications, systems analysis, and ensuring complex user access and other security administration issues are appropriately resolved. Working either independently or within a team, they will participate in project planning, business functional requirements review, and internal systems design and specification preparation and provide recommendations based on line of business needs.

In this role, you will:

• Communicate, collaborate, and partner with line of business partners, senior leadership, support team colleagues, and team members.
• Support the operations of a specific business line.
• Execute tasks, projects, or processes specific to the business.
• Complete assigned tasks with a high attention to detail and accuracy.
• Partner with Control Owners, LOB subject matter experts, and project teams to understand business needs as it relates to procedures.
• Coordinate, monitor, and maintain processes, procedures, and policies.
• Perform business operations that are administrative in nature.
• Facilitate efficiency, quality, cost effectiveness of solutions, and escalate concerns related to the assigned operation.
• Provide subject matter knowledge and interpretation of procedures to key business partners and peers.
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies.
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business.
• Perform secondary reviews on controls for peers and supporting partners.
• Conduct weekly reasonableness check to ensure data is valid.
• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, and policies.
• Escalate key maintenance errors identified during review 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.
• Review and scored 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 peers/supporting 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 teamwork 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:

• Previous knowledge and experience with GPL products, services, and/or implementation.
• Exceptional writing, editing, and formatting skills with strong analytical skills with high attention to detail and accuracy.
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Strong analytical skills and ability to solve complex issues.
• Experience in problem analysis, solution implementation, and change management.
• Ability to communicate confidentially and professionally.
• Ability to take initiative and work independently with minimal supervision in a structured environment.
• Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills.
• Strong attention to detail and