Associate Quality Specialist – Fraud Prevention & Investigations

• Execute and continuously improve the First Line Quality Control and Quality Assurance Program for Fraud Prevention & Investigations
• Conduct preventive QC reviews of fraud alerts, investigations, disputes, SARs, and data quality activities before completion
• Conduct retrospective QA reviews of completed work
• Evaluate compliance with quality standards, internal procedures, regulatory requirements, and service level expectations
• Maintain and improve QC/QA methodologies, validation and sampling criteria, quality standards, templates, and scoring guidance
• Analyze QC/QA results to identify recurring themes, emerging risks, operational trends, and improvement opportunities
• Develop quality metrics, dashboards, and management reporting
• Perform root cause analysis and recommend corrective and preventive actions
• Review operational processes and recommend workflow and methodology enhancements
• Partner with business process owners and the Governance Lead on process and procedure improvements
• Provide constructive feedback, targeted coaching, job aids, and training recommendations to investigators and fraud operations staff
• Identify and leverage automation, reporting enhancements, workflow optimization, and AI-enabled tools with appropriate human oversight
• Participate in departmental projects, audit remediation, quality initiatives, and cross-functional activities

• Must be legally eligible to work in the United States without current or future sponsorship
• Strong analytical and critical thinking skills
• Ability to evaluate complex fraud investigations, identify errors and trends, determine root causes, exercise sound judgment, and recommend operational improvements
• Attention to detail in reviewing documentation, decisions, and communications
• Working understanding of banking regulations, including Bank Secrecy Act, Reg E, and NACHA
• Problem-solving and ability to establish objective quality standards and recommend risk-based solutions
• Clear verbal and written communication skills
• Ability to coach, mentor, influence investigators, develop training materials, and deliver targeted coaching
• Ability to evaluate operational processes and recommend improvements
• Familiarity with fraud monitoring systems, case management tools, and reporting software
• Proficiency in Excel and Business Intelligence tools
• Ability to manage multiple reviews, projects, and reporting deadlines
• Bachelor's degree or equivalent combination of education and experience preferred
• 3–5 years of experience in Fraud Operations, Financial Crimes, Quality Assurance, Quality Control, Compliance, Internal Audit, or related operational roles
• Experience conducting fraud investigations, reviewing fraud casework, or performing operational quality reviews
• Strong analytical, problem-solving, organizational, and written communication skills

Demonstrates expertise in Quality Control and Quality Assurance methodologies, with a strong focus on fraud prevention and investigations. Proficient in analyzing operational processes, developing quality metrics, and providing targeted coaching to enhance team performance.

• Fraud Investigations
• Quality Assurance
• Analytical Skills
• Banking Regulations
• Process Improvement

• Quality Control
• Root Cause Analysis
• Data Analysis
• Quality Metrics Development
• Fraud Monitoring Systems
• Case Management Tools
• Business Intelligence Tools
• Excel Proficiency
• Regulatory Compliance
• Operational Quality Reviews

• Critical Thinking
• Attention to Detail
• Coaching
• Communication
• Problem-Solving

• Fraud Prevention
• Financial Crimes
• Internal Audit
• Bank Secrecy Act
• Reg E
• NACHA