Quality Assurance Lead

Location

Fort Myers, FL | United States

Job description

*This position is located in our Fort Myers, FL office but is eligible for a hybrid schedule.

When you work at Equity Trust, there is never a dull moment! You get to be a part of a dynamic, innovative, and collaborative team dedicated to providing a superior client experience and driven by performance. Our culture of learning and growth encourages our teams to challenge the status quo and break through ceilings to establish new standards for our industry. For all our associates, the journey is both challenging and rewarding, and we embrace the flexibility to allow you to pave your own path. Come join our mission and learn what it truly means to self-direct your future!

JOB OVERVIEW:

The Quality Assurance Lead will review and provide approvals for new investments to be onboarded, approve submitted transactions prior to funding and will monitor inbound and outbound calls and email responses to assess communication, technical accuracy, service performance, and conformity to policies and procedures. The QA Lead will make recommendations for enhancements to training materials as needed to enhance the overall client and associate experience.

RESPONSIBILITIES & DUTIES:

• Performs preliminary review of new assets to determine administrative feasibility. Reviews submitted investment transactions to ensure accuracy and adherence to Equity Trust Policies and Procedures.
• Performs call monitoring and provides trend data, quality reports, and feedback to Client Service Manager and Client Associates as appropriate.
• Reviews email responses to clients and provides trend data, quality reports, and feedback to the Client Service Manager.
• Participates in design of call / email monitoring formats and quality standards.
• Provides actionable data to various internal support groups as needed.
• Perform other duties as assigned.

QUALIFICATIONS:

• Quality Assurance, Administrative Review, and Auditing experience or similar role requiring a high level of oversight.
• Bachelor’s Degree or equivalent experience.
• Experience in Finance, Investments, or Administration is preferred.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be a self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.

PROFESSIONAL CERTIFICATIONS:

• None.

TECHNICAL SKILLS:

To be successful in this role, you should have experience with and an understanding of the following:

Proficient in Microsoft Office Suite.

CULTURAL COMPETENCIES:

In addition to our core company competencies of Cultivates Innovation , Nimble Learning , Action Oriented , Collaborates , and Being Resilient , a successful candidate in this role should exhibit the following behavioral competencies:

Customer Focus | Communicates Effectively
Resourcefulness | Balances Stakeholders

PHYSICAL DEMANDS/WORK ENVIRONMENT:

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT:

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.

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