Retirement & Wealth - Quality Specialist Remote

This role is responsible for create and monitor workforce management forecasts, queue staffing schedules and accompanying adherence to achieve service level agreements. In addition, the Quality Specialist provides quality control monitoring, staff training, and works on a variety of assigned projects. The ideal incumbent will have strong computer aptitude, be detail oriented and demonstrate strong analytical skills. They must be able to trend and work collaboratively with other areas for process improvements and proposed changes to current processes.

• Create active forecasts required for proper call center scheduling.
• Generate workforce schedules based on forecasted call volume.
• Analyze trends to adjust schedules and forecasts accordingly.
• Work with staff to administer time off, training and meeting requests.
• Work with supervisors to ensure agent adherence to schedules.
• Update skills, contact types, management units and corresponding assignments as necessary using workforce management software.
• Deliver timely reporting to management on a daily, weekly, monthly, and ad hoc basis.
• Provide feedback and recommendations to supervisors on agent performance and call volume trends to improve productivity.
• Work closely with supervisors and managers to understand data needs to manage staff and assist in making strategic decisions (e.g. identifying and reporting KPIs)
• Proactively analyze data to provide insight into client inquiry trends.
• Provide training to agents on new policies and procedures including client portal enhancements.
• Identify new opportunities for process improvements, communications, and consult with supervisors to implement and follow approved changes.
• Research and suggest ideas to improve in staff efficiency and productivity.
• Work on assigned projects and deliver high quality reporting and outcomes.
• Provide support to agents and supervisors who utilize omni-channel routing features.
• Conduct standard quality reviews /audits to measure compliance with published policies, procedures, customer, and regulatory guidelines.
• Identify and distribute errors to business partners.
• Assist with the day-to-day maintenance and operations of assigned functional unit.
• Perform analysis of data to identify and communicate trends during day-to-day work.
• May perform or assist with special projects/reviews.
• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
• Other duties as assigned.

Typical schedule for this position is 8 a.m. CT to 4:30 p.m. CT, subject to change based on business need.