Quality Assurance Administrator

Responsibilities

• Monitor and evaluate the quality of inbound and outbound customer calls
• Document quality issues and performance measures for management review
• Oversee a group of service monitors to ensure service excellence
• Provide feedback and assist in the formal education process for staff members
• Act as a subject matter expert to support internal and external customer needs
• Work closely with stakeholders to meet service requirements and maintain compliance

Requirements

• 1+ year of Quality Assurance support or equivalent experience
• Experience in monitoring customer calls and evaluating performance
• Ability to document performance measures and quality issues accurately
• Experience overseeing service monitors or leading small teams

About the Company

Wells Fargo & Company is a leading financial services company with approximately $2.1 trillion in assets. We provide a diversified set of banking, investment, and mortgage products and services through our specialized operating segments, including Consumer Banking, Commercial Banking, and Wealth & Investment Management.