Senior Quality Assurance Administrator - Legal Services

Senior Quality Assurance Administrator

Wells Fargo is seeking a Senior Quality Assurance Administrator to join the Writs & Levies Quality Control team in the Deposit and Legal Services department as part of Global Operations.

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 team work 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 experience in legal order processing
• Experience with Writs of Garnishments & Levies processing
• Experience with Wells Fargo systems, 1LLG (One Liens, Levies, Garnishments), and Hogan
• Ability to read and interpret legal documents
• Ability to identify potential operational issues and legal risks
• Ability to execute in a fast-paced, high demand environment while balancing multiple priorities
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to achieve high production and quality standards
• Ability to perform general operation processing works
• Solid knowledge and understanding of legal terms and processes
• Intermediate Microsoft Office Skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to interact with all levels of an organization

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 2-4 weeks. You are required to attend the full duration of this paid 2-4 weeks of training.
• We're open from Monday - Friday, 8:00 am -8:00 pm (EST). Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.

Schedule:

• West Des Moines, Iowa: Monday-Friday 9:00 am – 6:00 pm (CST)
• Charlotte, North Carolina: Monday-Friday 10:00 am – 7:00 pm (EST)
• Schedule subject to change based on business needs

Posting Location:

• 800 S Jordan Creek Pkwy. – West Des Moines, Iowa 50266
• 1525 W W T Harris Blvd. – Charlotte, North Carolina 28262

Job Expectations:

• This position offers a hybrid work schedule
• Ability to work on-site at one of the posted work locations
• Overtime is based on business need and volume of the department, could be required

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.