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.
As a Quality Assurance Specialist, you will monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors. This is to ensure compliance with internal policies and procedures, rules and regulations of the financial services industry.
What you will do
Provide continuous call evaluation feedback to representatives and advisors through written evaluations and 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.
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.
What you will bring
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
What will set you apart
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
#LI-Remote
#PJPW2
***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***
What we offer you
We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.
Base Salary Range
$50,300.00 - $69,125.00The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Equal opportunity employer • Drug-free workplace
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 (40 and over), 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.
***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***
Job Posting End Date at 12:01 am on:
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