Quality Assurance - Helpdesk Team Leader - Digital
Company: EDWARD JONES
Location: Columbia
Posted on: November 23, 2022
Job Description:
At Edward Jones, we help clients achieve their serious,
long-term financial goals by understanding their needs and
implementing tailored solutions. To ensure a personal client
experience, we have located our 15,000+ branch offices where our
more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients
and receives branch office support, so they can focus on building
deep relationships with clients. Headquarters associates in St.
Louis, Tempe and Mississauga provide support and expertise to help
U.S. and Canada branch teams deliver an ideal client experience. We
continue to grow to meet the needs of long-term individual
investors.The Digital Helpdesk exists to provide all branch & home
office associates world-class support thru their channel of
choice.
Edward Jones is looking for a person to help develop and run a
Quality Assurance team. This Quality Assurance leader will be
accountable for designing and implementing a QA program that
ensures Standard Operating Procedures are followed, communication
meets end user experience expectations, and the scoring process can
be leveraged in part of the overarching Performance Management
process delivering a consistent Helpdesk brand experience.
We are seeking an exceptionally talented person to innovate and
partner with our fellow teams to generate creative solutions and
new ideas that will change the way we help these end users. You'll
play a key role in supporting the delivery of extraordinary
experiences to the firm's branch teams, and home office
associates.
What you'll do:
Establish standards governing end
user interactions (call, written, chat) while designing and
implementing a quality monitoring program. Create and document
internal processes, skills gaps, identify and implement broken
internal process and alert leadership for immediate changes. Build
and Assess agent and analyst performance against the following
criteria:
Ability to communicate clearly and
effectivelyAbility to follow standard operating procedures across
the channel being evaluated (ticket documentation, call flow, chat
transcripts, etc.)Ability to resolve the customer's issues
effectively
Monitoring calls and communicate
feedback to encourage and discourage certain practices. Build basic
required agent behavior needs, call criteria and quality
standards.Leverage Quality Analysts to evaluate and identify key
behaviors and defects that improve customer experience.
Create and monitor month over month
trends, agent performance metrics at associate, team and department
level and provide senior leader evaluations. Design Evaluation
programs and create and execute calibration sessions.Identify
technology to improve automation and performance in effective
quality monitoring (partnership with multiple internal areas and
outside resources).
What you'll need:
5 years' experience leading a Quality
Assurance Team for a Helpdesk or Call Center with over 200
agentsPrevious experience establishing quality standards in a call
center environment and/or technical Helpdesk.
What will set you apart:
Bachelor's DegreeExperience
implementing a new QA monitoring program (preferred) Experience
with speech analytics & QA programs leveraging speech and Sentiment
analytics is a plus
Tools:
Service Now / Salesforce CMS experience
MSFT Word/Excel/O365 programs
Tableau or other Reporting applications
Clarabridge - Sentiment analytics
Verint/NICE - Call recording system experience
Converge one/Avaya/ Call routing system
- 100 Best Workplaces for Millennials in 2022, published Fortune
July 2022, Great Places to Work - data as of March 2022.
Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for
Millennials by Great Places to Work - and Fortune - magazine. The
privately held firm ranked No. 2 overall, in its fourth appearance
on the list.2022 Fortune Best Workplaces for Women, published
September 2022, research by Great Places to Work -, data as of
August 2021. Compensation provided for using, not obtaining, the
rating.
Edward Jones has been named to the
2022 Best Workplaces for Women list by Great Places to Work - and
Fortune - magazine, ranking No. 45.2022 Fortune's 100 Best
Companies to Work For, published April 2022, research by Great
Place to Work -, data as of August 2021. Compensation provided for
using, not obtaining, the rating.
For the 23rd time, Edward Jones has
earned a spot on the Fortune 100 Best Companies to Work For -
ranking by Great Places to Work - and Fortune - magazine. Edward
Jones ranked No. 35 on the prestigious 2022 list.2022 Best Places
to Work For LGBTQ+ Equality, Great Place to Work - in partnership
with Human Rights Campaign Foundation, published Equity Magazine
January 2022, data as of July 2021. Compensation provided for
using, not obtaining, the rating.
Edward Jones scored 100 percent on
the Human Rights Campaign Foundation's 2022 Corporate Equality
Index (CEI) the nation's foremost benchmarking survey and report
measuring corporate policies and practices related to LGBTQ+
workplace equality. The ranking designated Jones as one of the best
places to work for LGBTQ+Equality.Edward Jones does not
discriminate on the basis of race, color, gender, religion,
national origin, age, disability, sexual orientation, pregnancy,
veteran status, genetic information or any other basis prohibited
by applicable law.At Edward Jones, we value and respect our
associates and their contributions, and we recognize individual
efforts through a rewards program that promotes a long-term career,
financial security and well-being. to learn more about our total
compensation approach, which in addition to base salary, typically
includes benefits, bonuses and profit sharing. The salary range for
this role is based on national data and actual pay is based on
skills, experience, education, and other relevant factors for a
potential new associate:
Salary: $76798 - $130764
Category: Headquarters
Keywords: EDWARD JONES, Columbia , Quality Assurance - Helpdesk Team Leader - Digital, Other , Columbia, South Carolina
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