About Your Role:
As a Quality Assurance Specialist supporting the Wells Fargo portfolio, you will play a key role in ensuring the highest standards of customer interaction and compliance within our first-party collections team. You will be responsible for monitoring and evaluating calls, reviewing customer issue tickets, and delivering actionable feedback to improve performance and maintain excellence across the collection’s operation.
What You’ll Do:
- Monitor, evaluate, and score inbound and outbound collection calls using established QA tools and standards.
- Review and assess open and closed customer issue tickets for accuracy, resolution quality, and compliance.
- Participate in calibration sessions and team communications to align QA expectations and share best practices.
- Ensure agents adhere to Wells Fargo’s quality standards and internal operating procedures.
- Provide constructive feedback on call etiquette, product knowledge, and procedural accuracy.
- Communicate performance expectations and support development plans to enhance call quality and agent effectiveness.
Experience You’ll Need:
- High School Diploma or equivalent.
- Minimum of 2 years of experience in call quality monitoring, coaching, or mentoring.
- At least 2 years of customer service experience, preferably in collections, call center, or sales.
Experience That Would Be Great to Have:
- Proficiency in Microsoft Office (Excel, Word, Outlook) and database management.
- Strong attention to detail and analytical skills.
- Excellent communication and interpersonal abilities.
- Familiarity with Wells Fargo policies and compliance standards is a plus.
How You’ll Work:
- This role requires the use of a computer and audio equipment.
Sponsorship:
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas, including but not limited to F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship now or in the future, will not be considered for this role.
Benefits at Fiserv:
- Fuel Your Life program to support physical, financial, social, and emotional well-being.
- Paid holidays and generous time-off policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra efforts with points used for rewards.
- Eight Employee Resource Groups to foster a collaborative culture.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Retirement planning and discounted shares through the Employee Stock Purchase Plan.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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