Quality Assurance Specialist

Empower

full-time

Posted on: 3/10/2026

Location Type: Remote

✨ AI Apply

💰 $50,300 - $69,125 per year

About the role

Monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of representatives and advisors
Provide continuous call evaluation feedback to representatives and advisors through written evaluations
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
Facilitate call calibration exercises to validate calls are monitored consistently
Partner with internal resources (Compliance, Legal, Supervision, Training) on training and resources
Identify performance gap trends, conduct need/skill gap analysis
Contribute to appropriate learning solutions and documentation support
Participate in various training related projects, including developing training materials, attending meetings, and facilitating training for new representatives, advisors, and managers

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
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

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

call monitoringdata managementperformance analysismetrics extractiontraining material developmentneed/skill gap analysisregulatory compliance

Soft Skills

analytical skillscritical thinkingwritten communicationverbal communicationorganizational skillsattention to detailsound judgment

Certifications

Bachelor’s degreeFINRA SIESeries 7Series 66FINRA fingerprinting