Quality Assurance Specialist u2013 Call Evaluation & ...

Key Responsibilities: + Conduct call evaluations to ensure compliance and service excellence. + Provide coaching and development to team members, fostering continuous improvement and skill growth. + Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards. + Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy. + Act as the final decision-maker in dispute resolution related to call evaluations. + Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed. + Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance. + Analyze complex issues, interpret data trends, and implement effective solutions. + Act as primary contact for escalated inquiries from associates, clients, and branch personnel. + Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members. + Direct workflows and support process improvements, including requirements gathering and testing. + Represent department on projects and lead cross-functional initiatives. + Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service. + Drive professional development through ongoing education and knowledge of industry best practices. Knowledge of: + Operations and New Accounts systems. + Advanced customer operations and the financial industry. + Accounting concepts and principles. + Investment concepts, practices and procedures used in the securities industry and as required by New Accounts. Preferred Skills & Qualifications + Familiarity with AI tools, quality monitoring systems, and customer management platforms to support business processes. + Demonstrated experience in quality assurance, call monitoring, coaching, or dispute resolution within customer service or financial services environments. + Strong analytical and critical thinking abilities to identify trends, interpret data, and recommend process improvements. + Proven ability to manage high-volume inquiries with accuracy, flexibility, and timely analytical responses. + Exceptional written and verbal communication skills for coaching, cross-functional collaboration, and engaging with associates, financial advisors, and branch personnel. + Leadership experience with the ability to guide teams and apply structured approaches to customer interactions that deliver positive experiences and identify sales opportunities. + Skilled in resolving operational issues, analyzing processes, and driving continuous improvement initiatives. + Strong organizational skills with the ability to plan, prioritize, and execute work in a fast-paced environment while ensuring compliance with policies and procedures. + Numerical aptitude and problem-solving skills to address complex issues and interpret data trends effectively.

Created: 2026-01-14