Quality Assurance Specialist

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Quality Assurance Specialist - Empower Personal Wealth (EPW) monitors and provides feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors. This is to ensure compliance with policies, procedures, rules, and regulations of the financial services industry.

What you will do

• 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
• 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
• Partner with internal resources (Compliance, Legal, Supervision, Training) to ensure training, resources and feedback include thorough and accurate information; identify performance gap trends, conduct need/skill gap analysis, contribute to appropriate learning solutions and document 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

What you will bring

• Bachelor’s degree in related discipline or equivalent work experience in retirement / wealth management / financial service industry
• Intermediate skills using Microsoft Office products
• Sound reasoning and critical thinking
• Fluent in written and verbal English
• Occasional overnight travel may be required 2 - 3 times annually
• FINRA SIE, Series 7, and 66 (or 63 & 65 in lieu of 66) required within corporate established timelines.  
• FINRA fingerprinting required upon hire

What will set you apart

• Working knowledge of retirement plan, retail investment and advisory products preferred
• Excellent written and verbal communication skills

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.