Why Wells Fargo:This is where your true career begins. 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. At Wells Fargo, we support employees' career aspirations and growth. We're proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.About this role:Wells Fargo is seeking a Senior Quality Assurance Administrator- Bilingual Spanish
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
- Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
- Assist in development and design of product specific databases
- Review and score 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 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
- Bilingual (Spanish)
Desired Qualifications:- Experience using call listening software such as Epiq Claims Facilitator, Genpact Process Lifecycle Manager, and Nexidia Analytics
- Prior Customer Remediation work experience
- Strong attention to detail
- Navigate complex procedures and apply them while reviewing quality assurance staff
Job Expectations:- Willing to work a hybrid work schedule of 3 days in office and 2 days remote per week.
- Must complete and pass required language assessment(s)
@RWF22
Pay RangeReflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$23.13 - $41.11
Benefits Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Posting End Date:15 Dec 2024
* Job posting may come down early due to volume of applicants. We Value DiversityAt 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.
Applicants with DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells 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.
