Quality Assurance Specialist, Empower Personal Wealth

Empower; Manila; Hybride; PHP 350 000 - 700 000; Plein temps

Résumé du poste

Empower Personal Wealth (EPW) seeks a Quality Assurance Specialist to evaluate participant phone interactions, ensuring service quality, regulatory compliance, and adherence to company policies. The role provides actionable feedback, analyzes call metrics, and partners with Compliance, Legal, Supervision, and Training to drive continuous improvement in retirement and wealth management.

You will monitor evaluations, document findings, and help identify training opportunities, contributing to

Qualifications

• Bachelor's degree in a related discipline or equivalent professional experience.
• Intermediate proficiency with Microsoft Excel, Word, PowerPoint and Outlook.
• Strong analytical, critical thinking and problem-solving skills.
• Proficient in written and verbal English communication.
• Ability to travel overnight approximately two to three times annually.
• FINRA SIE, Series 7 and Series 66/63+65 registrations required within timelines.

Responsabilités

• Monitor and evaluate recorded participant phone interactions for service quality, regulatory compliance, and policy adherence.
• Provide actionable performance feedback to representatives, advisors, and managers.
• Document and escalate call quality concerns and performance trends to management.
• Use quality monitoring systems to record evaluations and track performance.
• Analyze call data and QA metrics for monthly reporting and insights.
• Collaborate with Compliance, Legal, Supervision, and Training to reflect regulatory requirements.
• Identify training needs and support learning initiatives.
• Update evaluation methodologies in response to regulatory and process changes.
• Contribute to training material development and cross-functional projects.

Connaissances

Analytical skills

English proficiency

MS Office

Formation

Bachelor's degree

Outils

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Description du poste

Empower Personal Wealth (EPW) seeks a Quality Assurance Specialist to evaluate participant phone interactions, ensuring service quality, regulatory compliance, and adherence to company policies. The role provides actionable feedback, analyzes call metrics, and partners with Compliance, Legal, Supervision, and Training to drive continuous improvement in retirement and wealth management.

You will monitor evaluations, document findings, and help identify training opportunities, contributing to