Quality Control Specialist – Client Experience

About Us Gregory Ricks Total Wealth is a growing financial advisory firm dedicated to providing exceptional guidance and support to our clients. We prioritize client satisfaction and continuous improvement in our advisory services. We're seeking a detail-oriented and personable individual to help ensure every client interaction meets our high standards.

Job Summary The Quality Control Specialist plays a key role in our commitment to outstanding client service. You will conduct in-person meetings and outbound follow-up calls to clients who have recently met with our advisors. Your primary focus is to gather honest feedback on the meeting experience, assess satisfaction levels, identify any unmet needs or additional support required, and help elevate our overall service quality. This position combines customer service, data collection, and quality assurance to drive improvements and strengthen client relationships.

Key Responsibilities

• Make outbound follow-up calls to clients within 1 business days after their scheduled meeting/advisory session with our advisors
• Use a standardized script/questionnaire to ask about the meeting experience, including clarity of advice, advisor professionalism, value provided, and overall satisfaction
• Inquire if the client has any additional questions, needs further assistance, or requires follow-up actions from the advisor or team
• Accurately document all feedback, responses, and notes in our CRM system
• Flag urgent client needs or concerns for immediate escalation to advisors or management
• Compile weekly/monthly reports summarizing feedback trends, satisfaction scores, common themes, and opportunities for service improvement
• Assist in analyzing client feedback to support quality improvement initiatives and advisor coaching
• Maintain strict confidentiality of client information and adhere to all compliance and privacy standards
• Occasionally support other client service or administrative tasks as needed

Qualifications & Requirements

• High school diploma or equivalent required; associate's or bachelor's degree in business, communications, or related field preferred
• 1 years of experience in customer service, call center, quality assurance, client relations, or outbound calling (experience in financial services, advisory, or professional services is a plus)
• Excellent verbal communication skills with a friendly, professional, and empathetic phone presence
• Strong listening skills and ability to handle a variety of client responses (positive, neutral, or constructive criticism)
• Comfortable making 40–70 outbound calls per day with high attention to detail
• Proficient in Microsoft Office (especially Excel for basic reporting) and CRM software (Salesforce) – training provided if needed
• Organized, self-motivated, and able to work independently while meeting daily call and documentation goals
• Reliable with excellent time management and follow-through
• Ability to maintain composure and professionalism in all interactions

Preferred Skills

• Experience conducting client satisfaction surveys or feedback calls
• Familiarity with quality control processes or Net Promoter Score (NPS)/CSAT metrics
• Basic understanding of financial/advisory services (not required but helpful)

What We Offer

• Medical, Dental, Vision and Disability Insurance
• PTO
• Holidays follow Stock Market Holiday Schedule (for the most part)
• Flexibility
• Job Type: Full-time
• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Work Location: In person

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Language:

• English (Required)

Ability to Commute:

• Metairie, LA 70002 (Required)

Work Location: In person

Salary : $50,000