Neecole King

Experience

1. Senior Quality Assurance Administrator

   Wells Fargo

   Apr 2022 — Present · Charlotte, NC, US

   Dedicated process leader that provides leadership and scoring guidance to quality assurance staff by for regulatory/compliance questions, procedures, policies, and First call resolution.• Escalates key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations.• Review and generate reports from various systems such as ECMP (Enterprise Complaints Management Platform), SVP (Storevision Platform), Tableau, Nexidia, and Qualtrics to ensure company standards are met, exceptions are notated, and issues escalated as necessary.• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients.• Conducts testing for various controls for complaints via call monitoring, written correspondence/documentation, and case analysis.• Monitor quality assurance programs and processes to identify gaps and risk assessment for Merchant Services.• Design/conduct cross training and provide status updates as needed.• Schedule and lead huddles/meetings.• Frequently reviews control procedures and policy requirements to ensure that direction given is accurate.• Voices process improvement for efficient sampling and testing execution.• Provide coaching to staff and track performance expectations and results.• Make final scoring decisions on disputes which impact quality results.• Collaborate with staff and business partners to promote teamwork and departmental effectiveness.• Assists in onboarding/development of new controls during planning and execution phase.

Education

• Capella University

  Master’s Degree, Information Systems and Technology Project Management

  2010 — 2014

• UNC Greensboro

  Bachelor of Science (BS), Leisure Studies

  1992 — 1996