This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week in one of the following locations: St. Petersburg, FL, Memphis, TN or Southfield, MI.

We are seeking a detail-oriented and collaborative Call Quality Assurance Specialist to join our team. This role builds upon core responsibilities by incorporating advanced quality oversight, coaching, and process improvement initiatives. The ideal candidate will ensure consistency in call evaluations, support team development, and drive alignment across evaluators and leadership.

Key Responsibilities:

• Conduct call evaluations to ensure compliance and service excellence.
• Provide coaching and development to team members, fostering continuous improvement and skill growth.
• Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards.
• Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy.
• Act as the final decision-maker in dispute resolution related to call evaluations.
• Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed.
• Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance.
• Analyze complex issues, interpret data trends, and implement effective solutions.
• Act as primary contact for escalated inquiries from associates, clients, and branch personnel.
• Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members.
• Direct workflows and support process improvements, including requirements gathering and testing.
• Represent department on projects and lead cross-functional initiatives.
• Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service.
• Drive professional development through ongoing education and knowledge of industry best practices.

Knowledge of:

• Operations and New Accounts systems.
• Advanced customer operations and the financial industry.
• Accounting concepts and principles.
• Investment concepts, practices and procedures used in the securities industry and as required by New Accounts.

Preferred Skills & Qualifications

• Familiarity with AI tools, quality monitoring systems, and customer management platforms to support business processes.
• Demonstrated experience in quality assurance, call monitoring, coaching, or dispute resolution within customer service or financial services environments.
• Strong analytical and critical thinking abilities to identify trends, interpret data, and recommend process improvements.
• Proven ability to manage high-volume inquiries with accuracy, flexibility, and timely analytical responses.
• Exceptional written and verbal communication skills for coaching, cross-functional collaboration, and engaging with associates, financial advisors, and branch personnel.
• Leadership experience with the ability to guide teams and apply structured approaches to customer interactions that deliver positive experiences and identify sales opportunities.
• Skilled in resolving operational issues, analyzing processes, and driving continuous improvement initiatives.
• Strong organizational skills with the ability to plan, prioritize, and execute work in a fast-paced environment while ensuring compliance with policies and procedures.
• Numerical aptitude and problem-solving skills to address complex issues and interpret data trends effectively.