Spec Quality Assurance EPW
Core
Evaluate and monitor phone interactions between participants and financial representatives to assess service quality, regulatory compliance, and adherence to policies.
Role type
Quality Assurance Specialist (Financial Services)
Builds
Actionable performance feedback, training needs assessments, and quality monitoring reports for retirement and wealth management teams.
Domain
Financial Services / Retirement & Wealth Management
Deliverable
dashboards & analysis
Required skills
Call monitoring, regulatory compliance analysis, performance trend identification, written evaluation reporting, cross-functional collaboration, training needs assessment, process improvement.
Preferred skills
Knowledge of retirement plans, retail investment products, advisory services, wealth management solutions.
Technologies
Microsoft Office (Excel, Word, PowerPoint, Outlook), Call quality monitoring systems.
Responsibilities
Monitor recorded phone interactions for quality and compliance; Prepare written evaluations and provide performance feedback; Identify and escalate call quality concerns and compliance issues; Analyze and report call monitoring data and performance trends; Collaborate with Compliance, Legal, and Training teams; Identify performance gaps and recommend training solutions; Review and update call evaluation methodologies.
Seniority
Mid-level, hands-on IC