Shaquitta Hines
Asheville,NC
Summary
Quality Control Analyst with a background in financial crimes, fraud operations, and case review. Supports compliance through end-to-end QA, root cause analysis, and clear feedback on investigative work, while partnering with leaders and BPO teams to improve consistency, reduce errors, and strengthen reporting.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Quality Control Analyst, Fraud & Back Office Operations
Varo Bank
Remote, NC
11.2021 - 02.2026
- Reviewed end-to-end quality assurance work on financial crime investigations to support compliance with internal policies and regulatory requirements.
- Reviewed investigative documentation for compliance gaps, procedural errors, and decision accuracy; provided written feedback to investigators to enhance quality of investigations.
- Worked closely with fraud leadership to present performance review data, analyze quality findings, and identify trends, root causes, and training needs.
- Facilitated monthly calibration sessions with external BPO partners to align quality standards and resolve scoring discrepancies, ensuring consistency in evaluation processes.
- Compiled detailed reports to demonstrate adherence to QA and operational requirements, supporting ongoing compliance and operational integrity.
Fraud & Claims Operations Manager, Pre-Arbitrations, Claims Assistance Center
Wells Fargo Bank
Charlotte, NC
02.2020 - 11.2021
- Led team of analysts in conducting in-depth investigations into fraudulent transactions and chargebacks, ensuring compliance with Visa/MC/AMEX regulations.
- Ensured adherence to BSA/AML compliance protocols while overseeing case review, documentation, and resolution accuracy.
- Developed and implemented process improvements to strengthen compliance quality and reduce investigation errors.
- Provided feedback and coaching to team members to drive quality and performance outcomes.
- Oversee SHRP's related to credit card fraud reporting from external auditors for remediation.
- Delivered onboarding training for new hires and managers in the department.
- Draft and publish new credit card fraud procedures for efficiency updates and policy/procedure changes.
- Review multiple control reports daily, weekly and monthly in order to remain in compliance with department standards and present data to senior leadership within the department.
- Provide coaching to the team and track performance expectations and results.
Fraud & Claims Operations Manager, Credit Card Claims
Wells Fargo Bank
Charlotte, NC
02.2019 - 02.2020
- Directed investigations into complex credit card fraud cases, ensuring compliance with regulatory and internal control frameworks.
- Collaborated with financial crimes management to implement department policies and procedures, enhancing compliance with government regulations.
- Forecasted volume to ensure adherence to Service Level Agreements, optimizing resource allocation.
- Established performance standards and conducted evaluations, providing targeted coaching to improve team effectiveness.
- Facilitates career development for team members and encourages engagement.
Financial Crimes Analyst (Team Lead), Claims and Recovery
Wells Fargo Bank
Charlotte, NC
10.2017 - 02.2019
- Streamlined fraud claims process for credit bureau disputes by developing fraud control reports, production metrics, and daily case inventory reports.
- Led multi-functional team of 9-11 specialists processing credit card claims and referrals from non-fraud incidents.
- Streamlined disputes data pull process and contributed to rewriting policies and procedures.
- Performs daily/weekly audits to ensure team members are in compliance with Reg Z guidelines.
- Facilitates Bi-Weekly meetings with all Claims TL's to promote development and encourage engagement.
- Created job aids to assist with the training and development of team members.
Financial Crimes Specialist 3, Claims and Recovery
Wells Fargo Bank
Charlotte, NC
10.2014 - 10.2017
- Reviewed credit card fraud claims to determine legitimacy, making decisions to accept or deny claims and adjusting monetary amounts as necessary.
- Trained new hires during sessions as a subject matter expert.
- Coached new hires and tenured reps through side-by-side training and organized breakout sessions to enhance team knowledge and skills.
- Led Virtual QA Training for new Manila L/U TMs.
- Provided leadership support to ensure team efficiency and effectiveness.
- Assisted management by preparing reports and contributing to special projects to support operational goals.
Financial Crimes Specialist 2, Fraud Detection
Wells Fargo Bank
Charlotte, NC
07.2013 - 10.2014
- Reviewed and verified transactions to detect and prevent fraudulent activity and policy violations, by documenting findings.
- Processed fraud claims for credit and debit cards, ensuring compliance and accuracy in documentation.
- Assisted inbound callers in resolving fraudulent activity on credit and debit cards, providing support and guidance.
- Subject Matter Expert for new hires.
Skills
- Compliance,Transaction Monitoring, Quality Review,Risk Assessment,Case Documentation,Process Improvement,Cross-Functional Collaboration, Fraud Detection
Personal Information
Title: QC Analyst
Certification
- CFE in progress, completion date 2027
Timeline
Quality Control Analyst, Fraud & Back Office Operations
Varo Bank
11.2021 - 02.2026
Fraud & Claims Operations Manager, Pre-Arbitrations, Claims Assistance Center
Wells Fargo Bank
02.2020 - 11.2021
Fraud & Claims Operations Manager, Credit Card Claims
Wells Fargo Bank
02.2019 - 02.2020
Financial Crimes Analyst (Team Lead), Claims and Recovery
Wells Fargo Bank
10.2017 - 02.2019
Financial Crimes Specialist 3, Claims and Recovery
Wells Fargo Bank
10.2014 - 10.2017
Financial Crimes Specialist 2, Fraud Detection
Wells Fargo Bank
07.2013 - 10.2014