Cetera Financial Group, a prominent provider of industry-leading investment products and services to financial professionals nationwide. We are currently seeking a dedicated Quality Analyst within our Service Organization to join our team and contribute to our commitment to delivering high-quality services. This multifaceted role contributes to enhancing overall service quality and customer satisfaction within our organization.

As a Quality Analyst for Service, your primary responsibility is to conduct thorough evaluations of service delivery processes, ensuring strict adherence to established standards and procedures. 

What you will do:

• Design and execute audits that assess both procedural and relational aspects of service delivery. 
• Analyze performance data and customer feedback to identify improvement areas and provide actionable recommendations. 
• Establish and update quality metrics and performance benchmarks. 
• Creating detailed reports summarizing findings and presenting actionable insights to management. 
• Collaborate with training teams to develop and implement targeted training programs based on the results of your quality assessments. 

What you need to have:

• High School Diploma.
• Knowledge of data analysis and reporting tools and working knowledge of Salesforce, Cisco/NICE , MS Teams, Qualtrics and Docupace.
• A blend of technical proficiency, critical thinking, and effective communication
• Strong presentation skills.
• The ability to establish rapport and effective relationships and encourage people to accept responsibility for their work, sharing wins and successes.

The salary range for this role is $60,000 - $80,000, plus competitive performance-based bonus. Compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific office location. Compensation ranges may differ in differing locations due to cost of labor considerations.

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