Merchant Quality Assurance Lead (Senior Business Execution Consultant)

About this role:

Wells Fargo is seeking a Quality Assurance Lead (Senior Business Execution Consultant) to support Merchant Quality Assurance (MQA). This role is responsible for leading quality oversight, managing escalations and appeals, and strengthening QA governance, consistency, and operational effectiveness across a large-scale testing environment.

The ideal candidate will demonstrate strong risk-based decisioning, the ability to influence outcomes across multiple stakeholders, and a commitment to driving quality, accuracy, and continuous improvement in a highly regulated environment. This role serves as a key liaison between QA, business partners, and risk teams, supporting both day-to-day execution and strategic initiatives that enhance control effectiveness and testing integrity.

In this role, you will:

• Lead research, review, and decisioning of moderate to complex QA appeals, ensuring alignment with procedures, control intent, and risk standards.

• Design, implement, and execute a second-level review process to improve QA consistency, reduce variance, and strengthen control performance.

• Provide coaching and development to QA analysts, reinforcing accuracy, judgment, and adherence to control requirements.

• Establish and drive team-level disciplines to enhance efficiency, throughput, and testing quality.

• Partner with QA leadership to identify trends, root causes, and opportunities for process improvement and control optimization.

• Support training development and delivery, including calibration sessions, job aids, and onboarding materials.

• Monitor QA results and performance metrics to identify emerging risks and performance gaps.

• Collaborate with business stakeholders, risk partners, and procedure owners to ensure alignment and clarity of expectations.

• Lead or support strategic initiatives focused on QA program maturity, scalability, and operational effectiveness.

• Ensure adherence to regulatory requirements, internal policies, and quality standards across QA activities.

• Serve as an escalation point for high-risk issues, complex scenarios, and interpretation challenges.

Required Qualifications:

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 4+ years of experience in Quality Assurance, Risk/Compliance, Operations, or Business Execution.

• Experience in banking or other highly regulated environments (e.g., BSA/AML, compliance, QA programs, third-party risk).

• Strong knowledge of QA frameworks, control testing, audit readiness, and appeals/escalation management.

• Proven experience leading QA programs or initiatives within call center or operations environments.

• Experience designing QA processes, governance frameworks, and driving root cause analysis and corrective actions.

• Ability to influence cross-functional partners and lead initiatives without direct authority.

• Proficiency in QA tools and reporting (Excel, SharePoint, Nexidia/Five9) and experience developing coaching/training programs.

• Strong analytical skills with the ability to evaluate procedures, controls, and interactions for compliance and accuracy.

• Excellent communication skills with the ability to influence stakeholders at multiple levels.

• Demonstrated ability to manage competing priorities in a fast-paced environment.

• Operate with a high degree of independence, exercising sound judgment in complex decision-making.

• Drive consistency, accountability, and continuous improvement within the QA program.

• Balance control integrity with operational practicality to support effective and sustainable outcomes.

• Maintain strong partnerships across QA, business, risk, and compliance teams.

• Actively support team development, engagement, and performance outcomes.

Job Expectations:

• Position will require onsite presence at one of the required locations listed below in a hybrid work schedule.

• Flexibility to support global teams across time zones.

• This position is not eligible for Visa sponsorship.

• Relocation assistance not available for this position.

Position Locations:   

• 1150 W Washington Street, Tempe, AZ

• 401 Las Colinas Blvd West, Irving, TX

• 1525 W WT Harris Blvd, Charlotte NC

• 800 South Jordan Creek Parkway, West Des Moines, IA

Posting End Date: 

17 Jul 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.