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Quality Manager 4

Job Description

Our foundation for success can be summarized in three beliefs:
Our product is service.
Our value added is financial advice and guidance.
Our competitive advantage is our people. It all begins with outstanding talent.

In Payments, Virtual Solutions & Innovation (PVSI), we've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The PVSI team includes Consumer Credit Solutions, Deposit Products Group, Innovation, Operations, Treasury Management and Wells Fargo Virtual Channels including the professional services teams that partner with these businesses and other key partners.

Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

The Quality Manager 4 will direct and manage the Quality functions and activities of the Quality Assurance (QA) staff for Victim Fraud Detection Operations; 700+ team members across 7 US locations and the Philippines within Wells Fargo Risk Operations Fraud Prevention Services (ROFPS). This role will be accountable for the development and management of effective and efficient controls to mitigate operational and compliance risk. The successful candidate will be responsible for understanding regulatory and compliance requirements spanning 3 operations, 25+ regulations and corporate policies, and assess internal controls and adherence to 800-1000+ policies and procedures.

Additionally, this role will represent QA in audit and compliance reviews; providing program and control overviews and responding to exam requests. The QM4 will be responsible for the implementation and resolution of quality related issues or findings.

The QM4 will be responsible for producing and presenting trend and performance reports to senior leadership. Additionally, this role will continue to assess technology and methods to improve the effectiveness of identifying high risk/low frequency transactions

The successful candidate will lead short term and long term QC across the division or more broadly.

The Quality Manager will be responsible for setting annual performance objectives and providing oversight to a staff of 18 including a QA Manager and their staff of QA Analysts and QA Monitors across multiple locations.

Additionally, the role will exhibit a comprehensive understanding of fraud operations processes and functions; a working knowledge of applicable laws and regulations, and the ability to identify and implement opportunities to improve detective controls.

** Position must be located in Charlotte, NC or Des Moines, IA

Required Qualifications

  • 6+ years of quality assurance experience
  • 3+ years of management experience

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact with all levels of an organization
  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Ability to take on a high level of responsibility, initiative, and accountability

Other Desired Qualifications
  • Experience developing effective QA controls to mitigate operational risk
  • Experience identifying trends and opportunities to improve fraud operation’s QA controls
  • Strong problem solving and critical thinking skills
  • Ability to lead and manage on-site and virtual teams through change
  • Knowledge of Microsoft Office products including PowerPoint, Excel, and Word
  • Experience with NICE Interaction Analytics
  • Operational risk and compliance experience
  • An understanding of capacity planning
Job Expectations

  • Ability to travel up to 10% of the time


    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.