Senior Quality Assurance Administrator (contract)

at  Wells Fargo

Title: Senior Quality Assurance Administrator
Location: Des Moines, IA
Duration: 6 months
Work Engagement: W2
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

SUMMARY:

In this contingent resource assignment, you may: Support Quality Assurance; proactively provide feedback and present ideas for improving or implementing processes and tools with Quality Assurance impact Perform complex transactional support tasks Provide support on escalated questions Interact with Client personnel on a wide range of information.

QUALIFICATIONS:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
• Experience with call monitoring activities.
• Ability to follow procedural steps and job aids to ensure quality assurance results are properly tracked.
• Call Center environment experience.
• Able to use web based applications like Enterprise Contact Management.
• Intermediate experience using Excel, Word and SharePoint.
• Strong attention to detail.
• Previous Quality Assurance experience.

• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution
• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations
• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
• Assist in development and design of product specific databases
• Review and score work
• Prepare calibration score 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 risk assessment
• Design and conduct training for 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 team work and departmental effectiveness