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Spec Quality Assurance EPW

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Empower

19d ago

  • Job
    Full-time
    Mid & Senior Level
  • Manila
  • Quick Apply

AI generated summary

  • You need a relevant degree or equivalent experience, FINRA SIE and Series 7, Microsoft Office skills, and strong communication. Occasional travel required.
  • You will evaluate calls, provide feedback, document issues, track performance metrics, facilitate training, and update evaluation methodologies in collaboration with various internal teams.

Requirements

  • Bachelor’s Degree in related discipline or equivalent work experience in retirement / wealth management / financial service industry
  • FINRA SIE and Series 7 required within corporate established timelines
  • FINRA fingerprinting required
  • Working knowledge of retirement plan and retail investment and advisory products preferred
  • Intermediate skills using Microsoft Office products
  • Sound reasoning and critical thinking
  • Excellent written and verbal communication skills
  • Fluent English
  • Occasional overnight travel may be required 2-3 times annually

Responsibilities

  • Provide continuous call evaluation feedback to EPW representatives and advisors through written evaluations and review with their managers.
  • Document and escalate call monitoring issues to management as necessary.
  • Evaluate representatives and advisors’ calls using the quality monitoring data management system to compile and track performance at an individual level.
  • Extract and organize metrics to create month-end reporting and analysis on call monitoring results for internal quality reports, including the following: facilitate call calibration exercises to validate that calls are monitored consistently among the Quality Assurance Specialists.
  • Partner with internal resources (Compliance, Legal, Supervision, Training) to ensure training, resources and feedback includes thorough and accurate information; identify performance gap trends, conduct need/skill gap analysis, contribute to appropriate learning solutions and documentation support.
  • Review and update call evaluation methodologies based on industry and/or internal process changes.
  • Participate in various projects by assisting with organization of training related projects, which includes developing training materials, attending meetings, facilitating training for new representatives, advisors and managers as it relates to call evaluation methodology or other topics as necessary.

FAQs

What is the primary responsibility of the Quality Assurance Specialist EPW?

The primary responsibility is to monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors to ensure compliance with policies, procedures, rules, and regulations of the financial services industry.

What are the main tasks involved in this role?

Main tasks include providing continuous call evaluation feedback, documenting and escalating call monitoring issues, evaluating calls using a quality monitoring data management system, creating month-end reports on call monitoring results, reviewing and updating call evaluation methodologies, and participating in training-related projects.

What qualifications are required for this position?

A Bachelor’s Degree in a related discipline or equivalent work experience in the retirement/wealth management/financial service industry is required. Additionally, FINRA SIE and Series 7 licenses are required within corporate established timelines, along with FINRA fingerprinting.

Is knowledge of financial products necessary for this job?

Yes, a working knowledge of retirement plan and retail investment and advisory products is preferred for this role.

What technical skills are necessary for the Quality Assurance Specialist role?

Intermediate skills in using Microsoft Office products are necessary for this position.

What personal skills are important for success in this role?

Sound reasoning and critical thinking skills, as well as excellent written and verbal communication skills, are important for success.

Is overnight travel required for this position?

Yes, occasional overnight travel may be required, typically around 2-3 times annually.

Does this position require strong English language proficiency?

Yes, fluency in English is required for this role.

Is there a commitment to diversity in the hiring process?

Yes, the company is an equal opportunity employer with a commitment to diversity and encourages all individuals, regardless of personal characteristics, to apply.

What is the work environment like at Empower?

The work environment is flexible, with opportunities for internal mobility, an emphasis on purpose, well-being, work-life balance, and a welcoming and inclusive culture.

Finance
Industry
10,001+
Employees
1891
Founded Year

Mission & Purpose

Built on a foundation of trust, integrity and promise, we proudly serve over 71,000 outstanding organizations and more than 17 million individuals. ¹ We take great pride in helping people with saving, investing and advice, while providing them with the tools and resources they need to help reach their financial goals. We’re continuing to grow — and innovate — every day. Our mission is to empower financial freedom for all. That mission starts by delivering advice, personalized guidance and critical support. We strive to meet the unique needs of everyone we serve and embrace the opportunity to inspire them along their journey.