Remote Call QA Specialist - Financial Services

Empower Enterprise Philippines, Inc.; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Empower Enterprise Philippines, Inc. seeks a Quality Assurance professional to monitor and evaluate call interactions within our financial services team. You will prepare QA evaluations, provide actionable feedback, and collaborate with Compliance and Training to ensure regulatory alignment and process improvements.

The role requires a Bachelor’s degree, strong Excel skills, analytical thinking, and excellent written and spoken English. Occasional overnight travel may be required.

Qualifications

• Bachelor's degree in a related discipline or equivalent professional experience in the retirement, wealth management, or financial services industry.
• Intermediate proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Strong analytical, critical thinking, and problem-solving skills with the ability to evaluate information, identify performance trends, and communicate findings.
• Proficiency in written and verbal English communication.
• Ability to document evaluation findings accurately and communicate feedback clearly and objectively.
• Ability to travel overnight approximately two to three times annually.
• FINRA Securities Industry Essentials (SIE), Series 7, and Series 66 registrations, or Series 63 and Series 65 in lieu of Series 66, required within company-established timelines.
• FINRA Fingerprinting required.

Responsibilities

• Monitor and evaluate recorded phone interactions between participants and EPW representatives and financial advisors to assess service quality, accuracy, regulatory compliance, and adherence to established policies and procedures.
• Prepare written quality assurance evaluations and provide actionable performance feedback to representatives, advisors, and their managers to support coaching and continuous improvement.
• Identify, document, and elevate call quality concerns, compliance issues, and performance trends to appropriate management teams.
• Utilize call quality monitoring and performance management systems to document evaluations, track individual performance, and maintain accurate quality assurance records.
• Collect, analyze, and report call monitoring data, quality assurance metrics, and performance trends to support monthly reporting and internal quality assessments.
• Collaborate with Compliance, Legal, Supervision, and Training teams to ensure call evaluation standards, coaching materials, and training resources reflect current regulatory requirements and internal procedures.
• Identify recurring performance gaps, conduct training needs assessments, and recommend targeted learning and development solutions.
• Review and update call evaluation methodologies, quality monitoring criteria, and assessment processes in response to regulatory, industry, and internal process changes.
• Support quality assurance and training initiatives, including developing training materials, participating in cross-functional projects, and facilitating call evaluation methodology training for new representatives, advisors, and managers.

Skills

Analytical thinking

Problem solving

English communication

Documentation

Attention to detail

Education

Bachelor's degree in finance or related field

Tools

FINRA SIE

Series 7

Series 66

Series 63/65

Job description

Empower Enterprise Philippines, Inc. seeks a Quality Assurance professional to monitor and evaluate call interactions within our financial services team. You will prepare QA evaluations, provide actionable feedback, and collaborate with Compliance and Training to ensure regulatory alignment and process improvements.

The role requires a Bachelor’s degree, strong Excel skills, analytical thinking, and excellent written and spoken English. Occasional overnight travel may be required.