Quality Assurant Specialist

Quality Assurant Specialist

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About Your Role :

As a Quality Assurance Specialist supporting the Wells Fargo portfolio, you will play a key role in ensuring the highest standards of customer interaction and compliance within our first-party collections team. You will be responsible for monitoring and evaluating calls, reviewing customer issue tickets, and delivering actionable feedback to improve performance and maintain excellence across the collection's operation.

What You'll Do :

• Monitor, evaluate, and score inbound and outbound collection calls using established QA tools and standards.
• Review and assess open and closed customer issue tickets for accuracy, resolution quality, and compliance.
• Participate in calibration sessions and team communications to align QA expectations and share best practices.
• Ensure agents adhere to Wells Fargo's quality standards and internal operating procedures.
• Provide constructive feedback on call etiquette, product knowledge, and procedural accuracy.
• Communicate performance expectations and support development plans to enhance call quality and agent effectiveness.

Experience You'll Need :

Experience That Would Be Great to Have :

How You'll Work :

Sponsorship :

Benefits at Fiserv :

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate. Thank you for considering employment with Fiserv. Please : Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

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