Quality & Coaching Analyst - Park Avenue Securities

Park Avenue Securities is seeking a dedicated and diligent Quality & Coaching Analyst to join our dynamic Quality Assurance team. In this pivotal role, you will champion service excellence and help drive the ongoing development of our customer-facing team. As a Quality Analyst, you will ensure customer interactions meet standards, encouraging continuous improvement and collaboration.

You are

• Driven to support, mentor, and inspire colleagues, with a genuine desire to enhance customer experiences.

• Able to understand and apply internal service standards and complex financial products and processes.

• Meticulous in your attention to detail, ensuring procedures are followed and information is accurate.

• Confident in navigating resources and solving problems independently and quickly.

• Skilled at building rapport and communicating feedback to team members and leaders, challenging the status quo, and contributing practical solutions.

You will

• Quality Evaluations: Conduct thorough assessments of randomly sampled customer interactions to confirm compliance with internal quality standards, business requirements, and the precise communication of policy-related information.

• Documentation: Accurately document all evaluations using established QA platforms, ensuring easy access for team leaders and relevant colleagues.

• Coaching & Mentoring: Lead formal coaching sessions with assigned team members, providing actionable feedback on quality results. Focus on reinforcing strengths and finding opportunities for improvement to enhance overall service delivery.

• Service Delivery Expertise: Demonstrate proficiency in best-in-class service methodologies and incorporate feedback into coaching to drive ongoing excellence.

• DALBAR Evaluations: Review criteria and evaluations from our third-party vendor DALBAR.

• Reporting & Analysis: Prepare and deliver quality reporting summaries and feedback to management, highlighting trends, performance scores, and recommendations for improvement.

• Identifying Training Needs: Detect gaps in training, emerging patterns, and areas for operational efficiency. Communicate findings to management with consideration for immediate and long-term business objectives.

• Calibration Sessions: Participate in call calibration meetings with peers and managers to ensure consistency and objectivity in quality reviews.

• Adaptability: Display flexibility to accommodate changes in business needs and scope of work.

• Team Collaboration: Engage in team meetings, projects, and operational initiatives. Manage assignments efficiently to meet or exceed established goals.

You have

• Experience in coaching/mentoring

• Strong analytical skills, critical thinking, and effective communication abilities.

• Excellent organizational and planning skills, with a strong focus on detail.

• Demonstrated interpersonal skills, leading to productive coaching and development conversations.

• A consumer-centric mentality focused on delivering exceptional experiences.

• Prior experience in audit, review processes, and using data to drive improvements is desirable.

• Proficiency with Microsoft Excel and PowerPoint; comfortable with proprietary computer applications.

• Insurance and financial operations knowledge across multiple lines of business is preferred.

Salary Range:

$57,810.00 - $86,715.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits.