About this role:

Wells Fargo is seeking a Quality Assurance Administrator in Merchant Services. Learn more about the 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:

• 1+ year of call center environment experience
• Experience monitoring calls
• Experience performing quality assurance audits
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Risk and regulatory compliance experience
• Ability to handle confidential material in a professional manner
• Ability to exercise independent judgment and creative problem-solving techniques
• Strong organizational, multi-tasking, and prioritizing skills
• Strong analytical skills with high attention to detail
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills

Job Expectations:

• Schedule is Monday through Friday 9:00 AM and 5:30 PM. Hours may vary based on business needs.
• This position offers a hybrid work schedule.
• This position is not eligible for Visa sponsorship.

Posting Location:

• 800 S Jordan Creek Parkway, West Des Moines, IA

Required location for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

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

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.