Fraud Program Training and QC Administrator

This position provides strategic oversight of quality control and training functions for Fraud Agents, Fraud Investigators, and Fraud Team Leads. In partnership with the Fraud Program and Governance Manager and Fraud Operations Manager, the Administrator leads the development and delivery of training programs across all locations, with ownership of content to ensure alignment with regulatory and operational standards.

The role oversees quality control operations to ensure accurate, consistent, and fair evaluations across all channels; while identifying performance gaps, recommending process improvements, and driving corrective actions to support continuous improvement. Serving as a bridge between quality assurance and employee development, this position fosters a culture of excellence that enhances both customer and employee experiences. Additional responsibilities include coordinating training schedules and communications, maintaining updated training materials, and supporting audit readiness through accurate documentation and reporting.

• Develops and delivers high-quality training programs and procedures for new and tenured employees, including Fraud Agents, Fraud Investigators, and Team Leads.
• Leads the design and execution of quality assurance (QA/QC) frameworks and processes, ensuring accurate, consistent, and impartial evaluations.
• Drives continuous improvement by identifying trends, performance gaps, and workflow inefficiencies, and implementing enhancements to fraud processes, call handling, and customer experience.
• Performs regular reviews of calls and customer interactions to evaluate performance, ensure quality assurance and compliance standards, and identify coaching and development opportunities.
• Ensures fraud controls are executed effectively while maintaining strong customer experience, reducing friction and building customer trust.
• Collaborates with fraud program governance and fraud technology partners to implement process improvements, system enhancements, and program changes.
• Ensure consistency and accuracy of quality evaluations through regular calibration sessions with leadership and QA reviewers.
• Develops and delivers regular reporting on quality performance, training effectiveness, and key risk indicators to support leadership decision-making.
• Maintains and refines quality scorecards and evaluation criteria to align with evolving fraud risks, policies, and business priorities.
• Maintains and updates training materials, procedures, and knowledge resources to ensure accuracy and consistency.
• Supports rollout of new fraud tools, procedures, and call flows, and communicates program updates, policy changes, and performance expectations.
• Ensures compliance with regulatory requirements through ongoing review of procedures and audits of agent and investigator interactions.
• Identifies and communicates individual and team training opportunities through analysis of performance data, exceptions, and audit trends.
• Supports leadership in maintaining accurate documentation and records to ensure audit readiness and compliance.

Other Duties: This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Associate or Bachelor’s degree preferred. Equivalent combination of education and relevant experience in training and quality control with a contact center or similar environment may be considered in lieu of a degree.
• Minimum of 5 years’ in financial services with significant training, quality control, or related coaching or leadership experience. Fraud investigation experience preferred.

Required Skills:

• Self-starter with the ability to work effectively with limited direction.
• Strong analytical abilities with a focus on quickly and accurately identifying trends and patterns.
• High attention to detail and strong organizational abilities.
• Excellent communication skills.Proficiency with tools, technologies, and software related to contact center operations.
• Demonstrate empathy and professionalism when assisting customers impacted by fraud.
• Strong customer‑service orientation, with a commitment to delivering a positive experience to customers affected by fraud.
• Ability to make sound judgments in moderately complex situations and provide well‑supported recommendations.
• Knowledge of BSA/AML/OFAC regulations and adherence to all applicable requirements.

Preferred Skills:

• In‑depth knowledge of the Core platform and related internal banking systems, including (but not limited to) Director, Wires, ACH, Online Banking, Debit Cards, Research/Returns, and File Maintenance.
• Understanding of Bank products, services, and company culture.
• Experience with key fraud and security platforms, including Verafin, Q6, Blue Voyant.
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Supervisory Responsibility: This position does not manage employees.

Working Environment and Physical Demands

• This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.
• Physical requirements: sedentary, climbing, standing, stooping, or typing
• Position requires schedule flexibility to work evenings and weekends as needed.
• This position requires up to 20% travel.

• Must be able to pass a criminal background & credit check
• This is a full-time position.

FLSA Status: Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.