Senior Quality Assurance Administrator

• 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
• Assist in developing and maintaining product-specific databases, QA repositories, and reference materials to ensure operational accuracy
• 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
• Support performance expectation tracking and contribute to performance-related insights for the QA Associate Manager
• Serve as a point of contact for QA inquiries, offering guidance on regulations, compliance requirements, policies and procedures
• Escalate material errors, systemic issues, or trend concerns and partner with the QA Associate Manager on root-cause identification and resolution
• Collaborate with business partners, operational leaders, and QA team members to ensure visibility into quality outcomes and emerging risks
• Promote teamwork, knowledge sharing, and an environment focused on accuracy, consistency, and client impact

4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 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