Senior Quality Assurance Administrator

About this role:

At Wells Fargo, we are looking for talented people who put customers at the center of everything we do. We are seeking candidates who embrace a workplace where everyone feels valued, respected, and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargo's Global Payments & Liquidity (GPL) team is an integrated, forward-looking product organization delivering end-to-end payments, data, liquidity, and associated lending solutions that enable commercial clients to operate confidently in an evolving digital environment.

Wells Fargo is seeking a Senior Quality Assurance Administrator to support the Wells One Fraud and Billing Quality Assurance program. This role performs hands-on quality review work, ensures adherence to standards, maintains QA program documentation, and supports operational excellence across the QA function. As a key contributor, this team member will review and score work, support calibration and dispute processes, build training, and promote consistency, transparency, and continuous improvement.

This position reports into the Quality Assurance Associate Manager and supports the broader QA team in delivering accurate, timely, and well-governed quality assurance outcomes.

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In this role, you will:

Quality Review & Scoring Execution

* Perform hands-on QA scoring and review of Wells One Fraud and Billing work to ensure accuracy, policy adherence, compliance alignment, and correct application of procedures.

* Apply QA methodology, scoring standards, and review thresholds consistently across all assigned evaluations.

* Document exceptions, errors, and discrepancies clearly and accurately, escalating issues in accordance with team procedures.

* Make final scoring decisions on fraud and dispute work and ensure proper documentation and communication of outcomes.

Program Support, Documentation & Governance

* Review systems, work streams, and documentation to ensure company standards are met, exceptions are noted, and issues are escalated appropriately.

* Maintain, update, and improve desktop procedures, job aids, and QA process documentation in partnership with the QA Associate Manager.

* Support production of QA metrics, performance summaries, and insights reflecting trends, gaps, or risk indicators.

* Assist in developing and maintaining product-specific databases, QA repositories, and reference materials to ensure operational accuracy.

Training, Calibration & Performance Support

* Prepare calibration materials, facilitate calibration sessions, and ensure scoring consistency across reviewers and stakeholders.

* Design, update, and deliver role-specific training to support onboarding, skill development, changes in policy, and continuous improvement needs.

* Provide coaching and feedback to QA team members to promote accuracy, adherence to standards, and ongoing capability building.

* Support performance expectation tracking and contribute to performance-related insights for the QA Associate Manager.

Cross-Functional Collaboration & Issue Resolution

* Serve as a point of contact for QA inquiries, offering guidance on regulations, compliance requirements, policies and procedures.

* Escalate material errors, systemic issues, or trend concerns and partner with the QA Associate Manager on root-cause identification and resolution.

* Collaborate with business partners, operational leaders, and QA team members to ensure visibility into quality outcomes and emerging risks.

* Promote teamwork, knowledge sharing, and an environment focused on accuracy, consistency, and client impact.

Required Qualifications:

* 4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired

Qualifications:

* Experience supporting QA in fraud, billing, payments, or financial services environments

* Strong analytical skills with the ability to identify trends, gaps, and root-cause drivers

* Ability to interpret policies, procedures, and regulatory requirements and translate them into QA decisions

* Proficiency with QA scorecards, workflow tools,…