Fraud Quality Lead – Multiple Locations
Posted On: 8-14-2015
Position Title: Fraud Quality Lead
Job Location: Various (Henderson, NV, Cincinatti, OH, or Wilmington, DE)
Apply online: www.joinbarclays.com #90037499
BARCLAYS STANDARD ROLE PROFILE
|Job Title||Fraud Quality Lead (AVP)|
|Business Area||Barclaycard Learn and Quality Assurance|
|Location||Various (Henderson, NV, Cincinatti, Ohio or Wilmington, DE)|
|Work Pattern||Full time, regular|
|Number of Direct Reports||9|
|Requisition ID#||www.joinbarclays.com #90037499|
|Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking and wealth management with an extensive presence in Europe, the Americas, Africa and Asia. Barclays’ purpose is to help people achieve their ambitions – in the right way.
With over 300 years of history and expertise in banking, Barclays operates in over 50 countries and employs approximately 140,000 people. Barclays moves, lends, invests and protects money for customers and clients worldwide.
For further information about Barclays, please visit our website www.barclays.com.
It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.
|Department Description||Barclaycard Learning and Assurance will be strategic business partners aligned to deliver proactive Performance-based solutions that drive exceptional Customer Experience, reduce Operational inefficiency, ensure Control effectiveness and enhance Colleague engagement.
|Overall Job Purpose||The Quality Lead oversees all aspects of the department and leads it on a daily basis to ensure that company and department goals and standards are met.|
|Key Job Accountabilities||*Oversees and drive QA function.
*Ensure accurate, timely reporting on quality performance, coaching and training needs, and customer/client issues.
*Ensure consistency for processes and technology.
*Analyze current business, organizational, and customer needs to determine quality requirements.
*Ensure adequate sampling and review of quality, trending root causes and driving process improvements.
*Develop process for internal quality and customer satisfaction.
*Develop and deliver reports by agent, supervisor, and department.
*Analyze optimal workflow and standardization across functions.
*Drive new Quality initiatives to include expanding the scope of the Quality program in other areas of Barclays
*External contact with vendors and/or joint operational oversight of vendors
*Manage stakeholder relationships
*Ensure appropriate controls are in place or develop appropriate controls
*Represent Quality for product/partner launches and internal projects
*Decisions are generally strategic in nature.
*Problems encountered are difficult in nature and complexity.
*Day to day decisions generally made without supervision or review.
*Responsible for broad scope of decision-making.
*Authority for decision making with system changes and projects across the division and in conjunction with other business units.
*Will communicate high level results of decisions to management.
*Makes hiring and staff decisions.
|Risk and Control Objective||Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.|
|Basic Qualifications||· Bachelor’s degree required
· 5+ years of Quality management experience in a service environment, preferably encompassing Contact Center as well as other functional areas
· 2+ years of supervision / management
· Strong prioritization and organizational skills.
· Results-driven, with a commitment to continuous process improvement and quality.
· Must thrive in a fast paced environment
|Preferred Qualifications||· Masters degree preferred
· Strong verbal and written communication, including proven persuasion presentation, training skills
· Proven interpersonal and leadership skills
· Excellent decision making, problem solving and conflict resolution skills
As an organisation, Barclays have agreed a single cross-business Purpose for Barclays, and five core Values which underpin it. Our Purpose is helping people achieve their ambitions in the right way. Put simply this is the answer to the question ‘What is Barclays for?’ and it should guide our every action as employees.
We are an equal opportunity employer and we are opposed to discrimination on any grounds. If this position requires the person to be an Approved Person under the Financial Services and Markets Act 2000 (FSMA), disclosure of spent convictions within the meaning set out in the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 will be required