Fraud & Claims Call Monitoring Lead

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This role requires strong leadership presence, independent decision-making, and the ability to influence business processes and outcomes.</p><p>The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives.</p></div><p><strong>Primary responsibilities include</strong></p><p><strong>Core Qualifications &amp; Skills</strong></p><ul style=\"list-style-type: disc;\"><li>Advanced understanding of QC methodologies, controls, and business processes</li><li>Strong analytical skills with the ability to interpret trends and drive business insights</li><li>Demonstrated leadership capability without direct authority (influence-based leadership)</li><li>Experience leading meetings, presentations, and cross-functional discussions independently</li><li>Strong communication skills (written and verbal), especially in translating data into business impact</li><li>Proven ability to manage competing priorities and drive outcomes</li><li><p>Proficiency in reporting tools, dashboards, and data analysis (e.g., Excel, reporting platforms)</p><p>&nbsp;</p></li></ul><p><strong>Functional Leadership</strong></p><ul style=\"list-style-type: disc;\"><li>Operates independently, presenting findings, insights, and recommendations with minimal leadership support</li><li>Serves as a subject matter leader in meetings, reviews, and cross-functional engagements</li><li>Ensures consistency, accuracy, and alignment in QC practices and outputs</li></ul><p>&nbsp;</p><p><strong>Business &amp; Strategic Impact</strong></p><ul style=\"list-style-type: disc;\"><li>Champions corporate and business-line initiatives impacting QC, including AI and process modernization</li><li>Leads Business Line Reviews (BLRs) and stakeholder meetings independently</li><li>Drives closed-loop resolution of identified issues impacting customers or business outcomes</li><li>Translates QC findings into actionable insights that influence business decisions</li></ul><p>&nbsp;</p><p><strong>Team Leadership &amp; Development</strong></p><ul style=\"list-style-type: disc;\"><li>Develops and delivers training plans and materials for new and existing colleagues</li><li>Supports hiring and onboarding activities (e.g., interviews, access setup coordination)</li><li>Acts as a primary escalation point and buffer between team members (S3, S4, P1) and leadership</li><li>Conducts spot checks and peer reviews to ensure quality and consistency</li><li>Coaches team members using findings to improve performance and capability</li><li>Owns performance management administrative activities, including tracking key metrics</li><li>Leads by example, reinforcing professionalism, accountability, and positive team behaviors</li></ul><p>&nbsp;</p><p><strong>Problem Solving &amp; Decision Support</strong></p><ul style=\"list-style-type: disc;\"><li>Identifies trends, themes, and complex issues across QC results</li><li>Performs fact-based analysis to develop and recommend solutions to leadership</li><li>Ensures issues are fully resolved, not just documented</li><li>Leads decision support efforts for escalations, exceptions, and disputes</li><li>Provides input into business decisions related to corrective actions and risk mitigation</li></ul><p>&nbsp;</p><p><strong>Operational Impact</strong></p><ul style=\"list-style-type: disc;\"><li>Drives team outcomes and ensures timely completion of work across all levels (S3, S4, P1)</li><li>Maintains limited individual QC workload, focusing primarily on leadership and oversight responsibilities</li><li>Leads walkthroughs and supports audits, risk reviews, and GenAI-related initiatives</li><li>Ensures readiness for internal and external audits through strong documentation and execution</li></ul><p>&nbsp;</p><p><strong>Interpersonal &amp; Influence Skills</strong></p><ul style=\"list-style-type: disc;\"><li>Models strong professionalism, sound judgment, and collaboration</li><li>Builds trust as a reliable escalation and advisory resource</li><li>Effectively navigates sensitive or complex conversations with business partners and stakeholders</li><li>Acts as a bridge between QC teams and leadership, ensuring clarity and alignment</li></ul><p><strong>Qualifications, Education, Certifications and/or Other Professional Credentials</strong></p><ul><li><i>Required Qualifications</i><ul style=\"list-style-type: disc;\"><li>1-2 years experience in Fraud or Claims operations or; 1-2 years of QC experience within a financial services environment</li><li>Advanced understanding of QC methodologies, controls, and business processes</li><li>Strong analytical skills with the ability to interpret trends and drive business insights</li><li>Demonstrated leadership capability without direct authority (influence-based leadership)</li><li>Experience leading meetings, presentations, and cross-functional discussions independently</li><li>Strong communication skills (written and verbal), especially in translating data into business impact</li><li>Proven ability to manage competing priorities and drive outcomes</li><li><p>Proficiency in reporting tools, dashboards, and data analysis (e.g., Excel, reporting platforms)</p><p>&nbsp;</p></li></ul></li></ul><p>&nbsp;</p><p><strong>Hours &amp; Work Schedule</strong></p><ul><li>Hours per Week: 40</li><li>Work Schedule: Hybrid 4 Days in Office - Monday- Friday 8:00am-5:00pm</li></ul>",
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