Quality Assurance Associate (contract)

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

• 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.

Benefits

• Health Insurance
• Life insurance
• 401K
• Voluntary Benefits