Senior Quality Assurance Administrator

About the Role

Wells Fargo is seeking a Senior Quality Assurance Administrator.

Key Responsibilities

• Provide support and scoring guidance to quality assurance staff by answering questions on regulations, compliance, procedures, policies, and First Call Resolution.
• Escalate key maintenance errors identified during the scoring process and ensure their resolution.
• Review programs, processes, and documentation to ensure compliance with internal company requirements or government regulations.
• Review systems to ensure company standards are met, exceptions are notated, and issues are escalated as necessary.
• Assist in the development and design of product-specific databases.
• Review and score work.
• Prepare calibration scores and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients.
• Monitor quality assurance programs and processes to identify gaps and perform risk assessments.
• Design and conduct training as needed.
• Provide coaching to staff and track performance expectations and results.
• Make final scoring decisions on disputes which impact quality results.
• Interact with staff and business partners to promote teamwork and departmental effectiveness.

Requirements & Tech Stack

• Quality Assurance support experience: 2+ years, or equivalent demonstrated through work experience, training, military experience, or education.
• Loan documentation, commercial banking operations, and the end-to-end loan lifecycle.
• Loan IQ/AFS, nCino reporting, or comparable banking systems is preferred.
• Strong analytical, reporting, communication, stakeholder-management, and coaching skills.
• Ability to interpret legal and procedural documentation and independently review complex transactions.

Qualifications

• Review deals to ensure accuracy, quality, and compliance with policies, procedures, and regulatory requirements.
• Deliver on Quality Assurance reviews, methodology, and action as per compliance and procedures.
• Review loan documentation, legal agreements, and credit approvals, ensuring transaction details are accurately captured in systems such as Loan IQ/AFS.
• Escalate key maintenance and review scores against critical and non-critical attributes, track corrective actions, and ensure timely resolution.
• Review documentation and system set up for respective deals to confirm document standards are met, exceptions are recorded, and risks are appropriately escalated.
• Contribute to key projects and facilitate team calibrations to ensure consistent quality outcomes.
• Make final scoring decisions on disputes affecting quality results on booked deals with clear justification.
• Identify control gaps, operational risks, and improvement opportunities.
• Develop checks and controls to strengthen process quality and regulatory compliance.
• Support the development and design of product-specific databases, MIS reports, and outcome-focused dashboards.
• Collaborate with stakeholders and business partners to improve understanding on disputes, process, and procedures to apply consistently.
• Maintain strong performance against accuracy, productivity, and utilization targets.
• Contribute to innovation, process efficiency, and continuous-improvement initiatives.
• Interact with staff and business partners to promote teamwork and departmental effectiveness.