QA Specialist — Empower Personal Wealth

Empower Annuity Insurance Company of America; Taguig; Presencial; PHP 300.000 - 600.000; Jornada completa

Descripción de la vacante

Empower Personal Wealth is seeking a Quality Assurance Specialist to evaluate participant phone interactions for service quality and compliance. You will provide actionable feedback and help improve training materials and processes.

The role requires a related bachelor's degree, English communication skills, and FINRA registrations within timelines. Some travel may be required and collaboration with Compliance, Legal, and Training teams is essential.

Formación

• Bachelor's degree or equivalent professional experience in retirement, wealth management, or financial services.
• Proficiency in written and verbal English communication.
• FINRA SIE, Series 7, and Series 66 (or Series 63/65 in lieu) within company timelines.
• FINRA fingerprinting is required.

Responsabilidades

• Monitor and evaluate recorded participant phone interactions to assess service quality, regulatory compliance, and adherence to policies.
• Prepare written quality assurance evaluations and provide actionable performance feedback to representatives, advisors, and managers.
• Identify and escalate call quality concerns, compliance issues, and performance trends to management teams.
• Document evaluations and track performance using call quality monitoring systems.
• Collect and report call monitoring data and QA metrics for monthly reporting and internal assessments.
• Collaborate with Compliance, Legal, Supervision, and Training to reflect regulatory requirements in materials.

Conocimientos

Analytical thinking

English communication

Educación

Bachelor's degree or equivalent in related field

Herramientas

Microsoft Office

Descripción del empleo

Empower Personal Wealth is seeking a Quality Assurance Specialist to evaluate participant phone interactions for service quality and compliance. You will provide actionable feedback and help improve training materials and processes.

The role requires a related bachelor's degree, English communication skills, and FINRA registrations within timelines. Some travel may be required and collaboration with Compliance, Legal, and Training teams is essential.