What are the responsibilities and job description for the Quality Assurance Associate position at Wells Fargo?
Title: Quality Assurance Associate
Location: 2700 S Price Rd Chandler, AZ
Alternate Location: 800 S Jordan Creek Pkwy West Des Moines, IA
Duration: 6 months
Work Engagement: W2
Work Schedule: 3 days in office/2 days remote
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits
Summary:
We are seeking a Quality Assurance Administrator to join the Wells Fargo Loyalty Solutions Operations team within Front Line Risk. This role is responsible for ensuring high-quality customer interactions, adherence to regulatory requirements, and continuous operational improvement.
Responsibilities:
Monitor, review, and evaluate the quality of inbound and outbound customer calls, servicing activities, and complaint handling.
Assess transactions, documentation, and operational processes to ensure compliance with internal policies, controls, and regulatory requirements.
Identify quality deficiencies, root causes, and trends; document findings and provide actionable recommendations.
Prepare and deliver quality performance reports and metrics for management review.
Collaborate with internal teams and external partners (third parties) to ensure service standards and expectations are met.
Serve as a subject matter expert (SME) on quality standards, processes, and compliance requirements.
Support continuous improvement initiatives by recommending enhancements to processes, procedures, and controls.
Manage multiple priorities and projects while maintaining high attention to detail and meeting deadlines.
Qualifications:
Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
Proven experience in Quality Assurance
Knowledge of Wells Fargo products, systems, and operational processes.
Experience working with and overseeing third-party vendors.
Understanding of federal regulations, state laws, banking policies, and procedural compliance.
Experience coordinating activities related to third-party oversight.
Strong analytical skills with exceptional attention to detail and accuracy.
Excellent verbal, written, and interpersonal communication skills.
Ability to effectively interact with all levels of the organization and external partners.
Proven ability to manage multiple tasks or projects simultaneously while meeting or exceeding deadlines.