Quality Assurance Associate

Title: Quality Assurance Associate

Location: 2700 S Price Rd Chandler, AZ

Alternate Location: 800 S Jordan Creek Pkwy West Des Moines, IA

Duration: 6 months

Work Engagement: W2

Work Schedule: 3 days in office/2 days remote

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

We are seeking a Quality Assurance Administrator to join the Wells Fargo Loyalty Solutions Operations team within Front Line Risk. This role is responsible for ensuring high-quality customer interactions, adherence to regulatory requirements, and continuous operational improvement.

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:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• 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.