Do you pride yourself on delivering an elevated client experience? Are you enthusiastic about coaching and developing the next generation of financial advisors? We are looking for someone like you who can:

• perform call quality reviews by listening to inbound and outbound calls and service requests to analyze and evaluate client service skills against established quality metrics
• determine whether agents are using proper procedures and efficient and effective practices to provide excellent client experience and support
• provide feedback to call center agents to improve performance and enhance the customer experience
• escalate service, sales and operational issues to appropriate parties (supervision, sales managers, operations)
• document quality issues and performance measures for management review and analyze results and recurring trends to provide feedback and findings to management
• assist in analyzing deficiencies in service or performance and recommend service improvements
• work closely with internal teams including sales management, compliance, operations, learning and development, and project management to ensure day to day wealth management call center functions are being executed
• participate in the development of call quality standards and procedures
• conduct 1:1 coaching sessions with call center agents
• assist team lead in facilitating training sessions, mentoring junior members of the quality assurance (QA) team and generating monthly and quarterly QA reporting