Great West Retirement Overland Park , KS 66204
Be Bold Be Brilliant
Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation's second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation's second largest retirement plan provider.
Our over 5,000 associates across 40 locations across the country provide world class service to:
30,000+ employer sponsored retirement plans
The primary responsibility of the Quality Assurance Specialist is to monitor and provide feedback on the quality of phone interactions with participants by evaluating calls of consultants/retirement advisors. This is to ensure compliance with policies and procedures, rules and regulations of the financial services industry.
Duties, Responsibilities & Essential Functions:
Provide continuous call evaluation feedback to retirement consultants/retirement advisors through written evaluations and review with their managers.
Document and escalate call monitoring issues to management as necessary.
Evaluate retirement consultant/retirement 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 Technical Quality Assurance Specialists, formally update the Operating Committee regarding call monitoring trends and observations.
Partner with internal resources (Compliance, Legal, RISK, RSG LOD) 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.
Review and update call evaluation methodologies based on industry and/or internal process changes.
Participate in various projects by assisting with organization of training related projects, which includes developing training materials, attending meetings, facilitating training for new hires as it relates to call evaluation methodology or other topics as necessary.
Registrations / Certifications / Licensing Required:
Other Preferred Qualifications::
Minimum 7 years work experience
Experience working on sales-related financial analysis a plus
Working knowledge of retirement plan products preferred
Intermediate to Advanced modeling/forecasting skills using Excel
Sound reasoning and critical thinking
Excellent written and verbal communication skills
Physical Requirements/Working Conditions:
About Great-West Financial
At Great-West Financial and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you're interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We're an equal opportunity employer dedicated to workforce diversity. We're also committed to providing a drug-free workplace.