We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.
Registered Quality Assurance Specialist
Location
United States
Posted
2 days ago
Salary
$50.3K - $69.1K / year
Seniority
Senior
Job Description
Registered Quality Assurance Specialist
Empower
• Monitor and provide feedback on the quality of phone interactions with participants • Evaluate calls of representatives and advisors to ensure compliance with internal policies and procedures • Provide continuous call evaluation feedback through written evaluations • Document and escalate call monitoring issues to management as necessary • Compile and track performance at an individual level using quality monitoring data management system • Extract and organize metrics to create month-end reporting and analysis • Facilitate call calibration exercises among Quality Assurance Specialists • Partner with internal resources to ensure thorough and accurate information in training and feedback • Conduct need/skill gap analysis and contribute to appropriate learning solutions • Assist with organization of training related projects and develop training materials for new representatives, advisors, and managers
Job Requirements
- Bachelor’s degree in a related discipline or equivalent industry experience
- FINRA SIE, Series 7, and Series 66 (or 63 & 65 in lieu of 66) required; FINRA fingerprinting required
- Strong analytical and critical thinking skills with sound judgment
- Intermediate proficiency in Microsoft Office tools
- Excellent written and verbal communication skills
- Working knowledge of retirement plan, retail investment, or advisory products
- Experience supporting training initiatives or contributing to learning materials
- Ability to identify patterns and translate data into actionable recommendations
- Strong organizational skills with high attention to detail
- Commitment to maintaining regulatory standards and continuous operational improvement
Benefits
- Medical, dental, vision and life insurance
- Retirement savings – 401(k) plan with generous company matching contributions (up to 6%)
- Tuition reimbursement up to $5,250/year
- Business-casual environment that includes the option to wear jeans
- Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
- Paid volunteer time — 16 hours per calendar year
- Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
- Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play.
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