Overview

Do you enjoy overseeing processes? Do you enjoy working across a number of departments to improve performance and accomplish goals? Do you enjoy working from home?

Do you have a passion for compliance and customer service?

How about working with a great team committed to further expanding an already growing company?

Strategic is seeking Quality Assurance Specialists to monitor the calls and processes of our service and sales divisions. We are looking for a highly motivated, proactive team player with extensive experience in compliance and call quality within the financial industry.

QA Purpose: We help Sales, Service, Compliance and HR management ensure every family member interacts with clients in compliance with our values and the law. We provide accurate data, in a user-friendly effective format.

Responsibilities

• Attention to detail and strong verbal and written communication skills
• Demonstrated ability to manage confidential processes and documents
• Knowledge of industry standards, best practices and procedures
• Demonstrated problem-solving skills and team building skills
• Knowledge of quality assurance terminology, methods, and tools
• Analytical, problem-solving, and decision-making skills
• Ability to adapt to changing SOPs

• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Qualifications

• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be 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 to provide coaching and feedback as needed
• 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
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Bi-lingual a plus

Compensation: $16.00 HR

Schedule: Monday- Friday 8:00 am-5:00 pm EST

The Fun Stuff

• Competitive pay
• Real time recognition leveraging internal social media
• Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
• Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs

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A Little About Strategic:Strategic Financial Solutions is an award-winning financial services firm dedicated to helping people live a financially healthy life through the products and services we offer.

We were recently named as one of the Best Companies to Work for in New York State for the 6th time. Additional honors include being named, two times, as one of the 50 fastest growing companies in New York City and to the prestigious Inc. 500 list as one of the 500 fastest growing companies in the United States. Strategic is 100% employee owned, has offices in Manhattan and Buffalo, to house our rapidly growing family of over 750 associates. In June 2022 we proudly celebrated our 15th anniversary.

Strategic is committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as a company. 

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