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About the Job
Empower is the second-largest retirement services company in the US. We are a financial services company on a mission to empower financial freedom for all. Working with individuals and all sizes of organizations to offer investment, wealth management, and retirement solutions, along with the free Empower Personal Dashboard, so everyone can have a clear and simple understanding of where their finances are today and where they’re headed.
We are looking for dedicated and enthusiastic service professionals to join our pioneer team in Manila.
The Quality Assurance Specialist EPW (Empower Personal Wealth) is to monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors. This is to ensure compliance with policies and procedures, rules, and regulations of the financial services industry.
- Provide continuous call evaluation feedback to EPW representatives and advisors through written evaluations and reviews with their managers.
- Document and escalate call monitoring issues to management as necessary.
- Evaluate representatives' and advisors’ calls using the quality monitoring data management system to compile and track performance at an individual level.
- Extract and organize metrics to create month-end reporting and analysis on call monitoring results for internal quality reports, including the following: facilitate call calibration exercises to validate that calls are monitored consistently among the Quality Assurance Specialists. Partner with internal resources (Compliance, Legal, Supervision, Training) to ensure training, resources, and feedback include thorough and accurate information; identify performance gap trends, conduct need/skill gap analysis, and contribute to appropriate learning solutions and documentation support.
- Review and update call evaluation methodologies based on industry and/or internal process changes.
- Participate in various projects by assisting with the organization of training-related projects, which includes developing training materials, attending meetings, and facilitating training for new representatives, advisors, and managers as it relates to call evaluation methodology or other topics as necessary.
Qualifications we seek in you!
Minimum & preferred experience and skills:
- Bachelor’s Degree in related discipline or 2 years work experience in retirement/wealth management / financial service industry
- FINRA SIE and Series 7 are preferred within corporate established timelines.
- FINRA fingerprinting preferred
- Working knowledge of retirement plans and retail investment and advisory products preferred
- Intermediate skills using Microsoft Office products.
- Sound reasoning and critical thinking.
- Excellent written and verbal English communication skills
Why Choose us
Empower is an organization that values collaboration, inclusivity, and continuous learning. We are committed to providing our employees with opportunities for growth and development, fostering a culture where everyone feels valued and heard. Our focus on innovation means we are always looking for ways to improve and evolve, making it an exciting place to work for those who thrive on challenge and change.
- Be part of a dynamic and growing team.
- Opportunity for career advancement and professional development.
- Competitive compensation and benefits package.
- Collaborative and supportive work environment.
What’s Next
Ready to make a difference? Apply now!
Don't miss out on this exciting opportunity!
About the Job
Empower is the second-largest retirement services company in the US. We are a financial services company on a mission to empower financial freedom for all. Working with individuals and all sizes of organizations to offer investment, wealth management, and retirement solutions, along with the free Empower Personal Dashboard™, so everyone can have a clear and simple understanding of where their finances are today and where they’re headed.
We are looking for dedicated and enthusiastic service professionals to join our pioneer team in Manila.
The Quality Assurance Specialist EPW (Empower Personal Wealth) is to monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors. This is to ensure compliance with policies and procedures, rules, and regulations of the financial services industry.
- Provide continuous call evaluation feedback to EPW representatives and advisors through written evaluations and reviews with their managers.
- Document and escalate call monitoring issues to management as necessary.
- Evaluate representatives' and advisors’ calls using the quality monitoring data management system to compile and track performance at an individual level.
- Extract and organize metrics to create month-end reporting and analysis on call monitoring results for internal quality reports, including the following: facilitate call calibration exercises to validate that calls are monitored consistently among the Quality Assurance Specialists. Partner with internal resources (Compliance, Legal, Supervision, Training) to ensure training, resources, and feedback include thorough and accurate information; identify performance gap trends, conduct need/skill gap analysis, and contribute to appropriate learning solutions and documentation support.
- Review and update call evaluation methodologies based on industry and/or internal process changes.
- Participate in various projects by assisting with the organization of training-related projects, which includes developing training materials, attending meetings, and facilitating training for new representatives, advisors, and managers as it relates to call evaluation methodology or other topics as necessary.
Qualifications we seek in you!
Minimum & preferred experience and skills:
- Bachelor’s Degree in related discipline or 2 years work experience in retirement/wealth management / financial service industry
- FINRA SIE and Series 7 are preferred within corporate established timelines.
- FINRA fingerprinting preferred
- Working knowledge of retirement plans and retail investment and advisory products preferred
- Intermediate skills using Microsoft Office products.
- Sound reasoning and critical thinking.
- Excellent written and verbal English communication skills
Why Choose us
Empower is an organization that values collaboration, inclusivity, and continuous learning. We are committed to providing our employees with opportunities for growth and development, fostering a culture where everyone feels valued and heard. Our focus on innovation means we are always looking for ways to improve and evolve, making it an exciting place to work for those who thrive on challenge and change.
- Be part of a dynamic and growing team.
- Opportunity for career advancement and professional development.
- Competitive compensation and benefits package.
- Collaborative and supportive work environment.
What’s Next
Ready to make a difference? Apply now!
Don't miss out on this exciting opportunity!
