Job Description
The Quality Professional works closely with Virtual Client Solutions leadership including Sales & Service Managers and Supervisors as well as Participant Relationship Managers, Client Relationship Associates and Financial Advisors to achieve Quality Assurance results across the organization. The Quality Professional is accountable for evaluating the interactions (phone or non-phone) of VCS associates to ensure Service Excellence and provide managers with the tools and analysis to conduct the coaching needed to improve daily interactions with clients. JOB RESPONSIBILITIES: Review associate phone calls and non-phone items Listen to service associate and financial advisor calls and conduct a review of the interaction Research call outcome using resources such as systems, policy & procedure to confirm call was handled properly and transaction was completed correctly and accurately Provide feedback to managers on call flow and collection of client data Provide feedback to managers on failed or low scoring calls Train new RMs, PRMs, CRAs and FAs on Quality process Facilitate QA/Manager engagement meetings and attend manager team meetings Create and conduct customized feedback sessions which include robust reporting Conduct calibration meetings with associates and leadership Attend product specific meetings and training
