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.