Quality Assurance Analyst 3

Wells Fargo
Full time Full day
Des Moines, IA

Job Description


Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.


At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.


Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.


The Merchant Quality Assurance Team (MQAT) serves as the front line quality testing group for key areas of risk across all lines of business within Merchant Services and our Joint-Venture Fiserv partner. Our team provides guidance and process refinement to ensure best-in-class Quality Assurance and Quality Control testing support. Our team is a key piece of operational success and we provide superior support to our partners to better the business and the customer experience.


The Quality Analyst 3 will be responsible for:



  • Knowing and understanding Wells Fargo Merchant Services (WFMS) and Issue Management policies.

  • Providing guidance and subject-matter expertise to peers and partners to ensure activities are in compliance with governing requirements.

  • Clearly communicates overall process or transaction quality and provides feedback to appropriate contacts regarding identified material deficiencies or issues including identification of inconsistencies.

  • Responsible for examining and analyzing programs, processes, claims, documentation and/or files of unusual, complex and/or higher risk transactions to ensure compliance with internal company requirements and/or agency or government regulations.

  • Compiling testing results and reviewing data to ensure accuracy of both system-based and manual processes

  • Identifying policy/procedure gaps through all project reviews and working with management to remediate gaps

  • Identifying trends within testing and compiling tracking data to outline

  • Acts as mentor to lower level team members and may assist with their development.

  • Training newly hired Quality Assurance Analysts


Testing multiple complex facets of WFMS including complaints, operations, and third party partners (FiServ) for accuracy and compliance.


Required Qualifications



  • 4+ years of experience in one or a combination of the following: quality assurance, financial services administration, loan documentation, loan servicing, underwriting or risk evaluation demonstrated through work or military experience


Desired Qualifications



  • Advanced Microsoft Office skills

  • Strong analytical skills with high attention to detail and accuracy

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to consult, build, and maintain solid working relationships in and outside of immediate department

  • 1+ year of process design or improvement experience

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Strong collaboration and partnering skills

  • Ability to interact with all levels of an organization

  • Ability to meet stringent deadlines

  • Knowledge and understanding of consumer related remediation policy, process, and procedures

  • 1+ year of risk management experience

  • Ability to monitor and develop through training the quality and effectiveness of sales support

  • Experience reviewing complaints and complaints data

  • Strong conflict resolution skills

  • Advanced Microsoft Office (Word, Excel, Outlook, and Access) skills

  • Quality assurance experience

  • 1+ year of call monitoring experience

  • Experience managing complaints and objections effectively and professionally


Other Desired Qualifications



  • Ability to work and collaborate successfully within an environment and build effective business partnerships with all levels of team members

  • Experience with planning and implementation of complex projects with multiple stakeholders

  • Comfort with defined and undefined responsibilities which may evolve over time

  • Be a self-starter with the ability to acquire new concepts and skills quickly


Disclaimer


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.


Relevant military experience is considered for veterans and transitioning service men and women.


Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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