Senior Quality Assurance Administrator

About This Role

This Senior Quality Assurance Administrator will perform hands-on quality review for WellsOne Fraud and Billing, ensure adherence to standards, and maintain QA program documentation to support operational excellence within the Global Payments & Liquidity team. The role focuses on consistency, transparency, and continuous improvement by reviewing and scoring work, supporting calibration, and building training programs.

Responsibilities

• Perform hands-on QA scoring and review of WellsOne 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
• Review systems, workstreams, 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
• 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

Requirements

• 4+ years of Quality Assurance experience
• Ability to perform detailed QA reviews with accuracy, consistency, and adherence to standards
• Commitment to maintaining documentation integrity, supporting controls, and following established quality methodologies
• Ability to support a high-volume QA environment and collaborate with stakeholders across Fraud, Billing, and QA leadership

Qualifications

• 4+ years of Quality Assurance experience, or equivalent demonstrated through work experience, training, military experience, or education

Nice to Have

• 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, reporting systems, and Excel
• Strong written and verbal communication skills, including documentation and training experience
• Ability to work independently, manage competing priorities, and maintain accuracy in a fast-paced environment

Skills

* Required skills