Director, Customer Quality Control

We are looking for a meticulous and dedicated Fraud Director to join our team. The individual in this role will be responsible for providing leadership and direction to a team of Fraud Analysts in order to achieve overall Fraud department objectives. The Fraud team will be responsible for analyzing and evaluating the validity of our member rebate claims and maintaining our gaming fraud prevention by providing exemplary analytics and resolution. This individual will ensure quantitative and qualitative goals are met within the established guidelines and client contracts including sales, technology, customer service and security compliance. Candidates should be comfortable in a leadership role, communicating with our members, have a customer service mindset, and be prepared to conduct research into records and transactions of cashback claims.

• Provide leadership and coaching to the CQC Team
• Effectively engage in communication and foster robust relationships with interdisciplinary teams, including but not limited to Product, Engineering, Legal, Reputation, and Marketing departments.
• Ensure all performance metrics are achieved through coaching and developing employees and to improve the CQC Team’s performance
• Plan, manage and control the day-to day activities of the CQC team to ensure deadlines are met in accordance with client expectations.
• Responsible for the successful implementation of department strategies and evaluates the need for improvements as it relates to initiatives and lines of technology supported by the team operation.
• Formulate and implement new projects, policies, and procedures for the department to achieve specific CQC department goals.
• Manage and motivate the staff to meet customer service performance goals.
• Evaluate and suggest the best methods for reducing cost, increasing CQC productivity and improving overall performance on the team
• Complete annual performance reviews for direct reports.
• Lead regular meetings to review performance to goal as established by the Vice President.
• Manage the research and analysis of the customer or client accounts for possible cases of fraud and to prevent future fraud.
• Identify valid or fraudulent transactions and/or areas that need increased security procedures or software to protect customer accounts.
• Researches and reports on advanced security options.
• Serves as customer service contact for customer escalations
• Responsible for prompt correspondence and follow-up with members via telephone and email.
• Handle escalated issues via telephone, email and other channels. Research and resolve within stated guidelines
• Act as a role model in providing direction and guidance to ensure consistency in performance and management for the site.
• Ensure excellent service and maintain high customer satisfaction while working with the customers to validate his/her claim
• Accurately document all actions taken to ensure only genuine claims are processed within SLA
• Actively lead team meetings; sharing information and making suggestions for improvements to fraud operations.
• Ensure member data and requests are detailed accurately; track solutions; update records appropriately and in a timely manner.
• Identify and share suggestions for improvement with management.
• Maintain a comprehensive working knowledge of all programs, tools and systems supporting operations and fraud analytics.
• Ensure confidentiality of all information collected during your review of the claims

• Bachelor’s Degree or equivalent work experience.
• Prior Management experience required
• Worked with different fraud detection tools/software
• Demonstrated strategic planning, analytical and problem-solving skills utilizing creativity and innovation.
• Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
• Project management skills; proven leadership ability.
• Ability to manage multiple priorities with tight deadlines.
• 3 to 5 years of prior fraud prevention experience highly preferred
• Minimum two years’ experience in applied behavior analysis and data analytic background, preferred
• Relies on limited experience and judgment to plan and accomplish goals.
• Strong attention to detail and accuracy to factor every piece of information in the investigation of cases
• Experience with Call Center technologies
• Ability to implement standard concepts, practices, and procedures
• Demonstrated effective communication and interpersonal skills, both verbal & written with customers and personnel at all levels
• Ability to work in a team-oriented environment as well as the ability to collaborate with other professionals relevant in performing the job successfully
• Proficiency in MS Office products.
• Intermediate to advanced knowledge of Agent workbench tools and customer service applications
• Excellent listening, interpersonal, analytical and problem-solving skills
• Must be goal oriented individuals with a strong focus on completing tasks and producing high quality results within a fast-paced environment
• Ability to handle multiple and shifting priorities
• Ability to work independently and function as a team member
• Flexibility to work days/evenings/weekends as needed.
• Multilingual is a plus, specifically French, Spanish, Portuguese and English