About this role:

Wells Fargo is seeking a Quality Assurance Administrator in Credit Card and Merchant Services as part of Consumer Lending. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Monitor and evaluate the quality of inbound or outbound customer calls
• Document quality issues and performance measures for management review
• Oversee a group of service monitors
• Provide information and assists in the feedback and formal education process of other staff
• Work closely with both internal and external customers to meet their service needs
• Act as a subject matter expertise
• Provide information and assist in the feedback and education to staff

Required Qualifications, US:

• 2+ years of Quality Assurance, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge and understanding of credit card processes and systems
• Knowledge and understanding of Quality Assurance (QA) analysis in the financial services industry
• Knowledge and understanding of banking products, policies, and procedures; within a call center environment
• Strong knowledge and understanding of Virtual Library
• Knowledge and understanding of Regulatory Risk and Compliance policies and programs
• 2+ years of supervisory or team lead experience
• Strong organizational, multitasking, and prioritizing skills
• Ability to take on a high level of responsibility, initiative, and accountability
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to work in a fast-paced deadline driven environment
• Ability to research and report on a variety of issues using problem solving skills
• Bilingual speaking and reading proficiency in Spanish/English

Job Expectations:

• Ability to work weekends and/or holidays as needed
• Location: Candidate must reside within a reasonable commute to the address(s) listed in the posting: Phoenix, AZ, Salt Lake City, UT or Des Moines, IA.

This position is not eligible for Visa sponsorship.

Job posting may come down early due to volume of applicants.

Schedule: Flexible within the hours of 5am - 4pm PST.

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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.