Senior Fraud Quality Analyst

Senior Fraud Quality Analyst
Wilmington, DE

As a Barclays Senior Fraud Quality Analyst, you will play a crucial part in supporting and driving quality functions across Barclaycard US contact centres. Your responsibilities include monitoring individual and overall Fraud department performance, carrying out data and root-cause analysis, producing key metrics, and reporting on best practices to help improve Barclays performance and customer experience.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. 

If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances. 

Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

•    Developing and maintaining subject matter expertise on processes identified as high risk/high impact
•    Guiding and supporting the team on coaching standards, training and feedback expectations pertaining to the Fraud line of business
•    Spearheading group meetings and projects to carry out effective change management
•    Carrying out root-cause analysis, highlighting areas for improvement, and providing solid, clear, and effective solution
•    Ensuring that all activities and duties are carried out in full compliance with regulatory requirements
•    Guaranteeing compliance with Risk Management Framework and internal Barclays Policies and Policy Standards

What we’re looking for:

•    Bachelor’s degree or higher
•    Call center and/or Financial Services experience
•    Prior Fraud experience

Skills that will help you in the role:

•    Prior experience in Quality in a call center environment
•    Solid process control, decision making, problem solving, and conflict resolution skills
•    Excellent computer, oral, written, interpersonal and presentation skills
•    Ability to work in a fast-paced environment and deliver several tasks and projects within deadlines

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient.

#LI-Hybrid