Description

The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison between frontline QC staff and leadership. This role requires strong leadership presence, independent decision-making, and the ability to influence business processes and outcomes.

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.

Primary responsibilities include

Core Qualifications & Skills

+ Advanced understanding of QC methodologies, controls, and business processes

+ Strong analytical skills with the ability to interpret trends and drive business insights

+ Demonstrated leadership capability without direct authority (influence-based leadership)

+ Experience leading me...