Spec EPW Quality Assurance

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 primary responsibility of the Specialist - Empower Personal Wealth Quality Assurance is to 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 policies, procedures and rules of the financial services industry. ESSENTIAL FUNCTIONS: Provide continuous call evaluation feedback through written evaluations and participate in review conversations as applicable. Document and escalate call monitoring issues to management, as necessary. Document call evaluation using applicable tools for call scoring. Support applicable data analysis and reporting as assigned. Participate in call calibration sessions and team meetings when appropriate. QUALIFICATIONS: Bachelor’s Degree in related discipline or appropriate experience and knowledge in financial services industry 2+ years of experience in Banking/Financial Services/Operations. Working knowledge of retirement plan and retail investment products preferred Intermediate skills using Microsoft Office products Sound reasoning and critical thinking Excellent written and verbal communication skills Experience in peer review or QC/QA role Attention to detail is a must This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. 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.