Quality Assurance Specialist

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

As a Quality Assurance Specialist, you will 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 internal policies and procedures, rules and regulations of the financial services industry.

What you will do

• Provide continuous call evaluation feedback to representatives and advisors through written evaluations and 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 includes thorough and accurate information; identify performance gap trends, conduct need/skill gap analysis, contribute to appropriate learning solutions and documentation support.

• Participate in various projects by assisting with organization of training related projects, which includes developing training materials, attending meetings, facilitating training for new representatives, advisors and managers as it relates to call evaluation methodology or other topics as necessary.

What you will bring 

• Bachelor’s degree in a related discipline or equivalent industry experience

• FINRA SIE, Series 7, and Series 66 required; FINRA fingerprinting required

• Strong analytical and critical thinking skills with sound judgment

• Intermediate proficiency in Microsoft Office tools

• Excellent written and verbal communication skills

What will set you apart

• Working knowledge of retirement plan, retail investment, or advisory products

• Experience supporting training initiatives or contributing to learning materials

• Ability to identify patterns and translate data into actionable recommendations

• Strong organizational skills with high attention to detail

• Commitment to maintaining regulatory standards and continuous operational improvement

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) –  BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Base Salary Range

$50,300.00 - $69,125.00

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are