QA Specialist, Personal Wealth & Retirement

Empower LLC; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Empower Personal Wealth (EPW) in Manila is hiring a Spec Quality Assurance Specialist to monitor participant phone interactions and assess service quality and regulatory compliance. You will provide actionable feedback to representatives and advisors to support coaching and continuous improvement.

The role requires collaboration with Compliance, Legal, Supervision, and Training teams to ensure evaluation standards reflect current regulations and internal procedures.

Qualifications

• Bachelor's degree or equivalent experience in retirement, wealth management, or financial services.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Proven English communication and analytical skills.

Responsibilities

• Monitor and evaluate participant phone interactions for service quality, accuracy and regulatory compliance.
• Prepare written QA evaluations and provide actionable feedback to representatives, advisors, and managers.
• Identify, document, and escalate call quality concerns and performance trends to management.
• Use QA systems to document evaluations, track performance, and maintain records.
• Collect and report QA metrics to support monthly quality assessments.
• Collaborate with Compliance, Legal, Supervision and Training to reflect regulatory requirements.

Skills

Analytical skills

Critical thinking

Problem solving

English proficiency

Education

Bachelor's degree or equivalent professional experience in retirement/wealth management/financial services

Tools

Microsoft Office (Excel, Word, PowerPoint, Outlook)

Job description

Empower Personal Wealth (EPW) in Manila is hiring a Spec Quality Assurance Specialist to monitor participant phone interactions and assess service quality and regulatory compliance. You will provide actionable feedback to representatives and advisors to support coaching and continuous improvement.

The role requires collaboration with Compliance, Legal, Supervision, and Training teams to ensure evaluation standards reflect current regulations and internal procedures.