Spec Quality Assurance EPW

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, ensuring 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 includ...