Raymond James · 17 hours ago
Quality Assurance Specialist – Call Evaluation & Coaching
Memphis, TN
Full-time
Hybrid
New Grad, Entry Level
0+ years expRaymond James is a financial services firm that values flexibility and collaboration among its associates. They are seeking a detail-oriented Call Quality Assurance Specialist to conduct call evaluations, provide coaching, and ensure compliance with quality standards while driving process improvements.
BankingFinancial ServicesInformation TechnologyInsuranceWealth Management
Responsibilities
Conduct call evaluations to ensure compliance and service excellence
Provide coaching and development to team members, fostering continuous improvement and skill growth
Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards
Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy
Act as the final decision-maker in dispute resolution related to call evaluations
Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed
Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance
Analyze complex issues, interpret data trends, and implement effective solutions
Act as primary contact for escalated inquiries from associates, clients, and branch personnel
Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members
Direct workflows and support process improvements, including requirements gathering and testing
Represent department on projects and lead cross-functional initiatives
Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service
Drive professional development through ongoing education and knowledge of industry best practices
Qualification
Required
High School (HS) (Required)
General Experience - 7 to 12 months
Conduct call evaluations to ensure compliance and service excellence
Provide coaching and development to team members, fostering continuous improvement and skill growth
Serve as a liaison for branch communications, ensuring clarity and alignment on quality standards
Review and validate evaluations completed by other evaluators (SMEs and Supervisors) to maintain consistency and accuracy
Act as the final decision-maker in dispute resolution related to call evaluations
Monitor departmental inquiries and assess alignment with AI-generated responses, recommending updates as needed
Serve as technical subject matter expert and liaison between internal teams, Legal, AML, and Compliance
Analyze complex issues, interpret data trends, and implement effective solutions
Act as primary contact for escalated inquiries from associates, clients, and branch personnel
Develop and maintain departmental documentation, training materials, and job aids; facilitate training and mentor team members
Direct workflows and support process improvements, including requirements gathering and testing
Represent department on projects and lead cross-functional initiatives
Ensure compliance with organizational policies and regulatory standards while delivering exceptional customer service
Drive professional development through ongoing education and knowledge of industry best practices
Knowledge Of Operations and New Accounts systems
Knowledge Of Advanced customer operations and the financial industry
Knowledge Of Accounting concepts and principles
Knowledge Of Investment concepts, practices and procedures used in the securities industry and as required by New Accounts
Preferred
Familiarity with AI tools, quality monitoring systems, and customer management platforms to support business processes
Demonstrated experience in quality assurance, call monitoring, coaching, or dispute resolution within customer service or financial services environments
Strong analytical and critical thinking abilities to identify trends, interpret data, and recommend process improvements
Proven ability to manage high-volume inquiries with accuracy, flexibility, and timely analytical responses
Exceptional written and verbal communication skills for coaching, cross-functional collaboration, and engaging with associates, financial advisors, and branch personnel
Leadership experience with the ability to guide teams and apply structured approaches to customer interactions that deliver positive experiences and identify sales opportunities
Skilled in resolving operational issues, analyzing processes, and driving continuous improvement initiatives
Strong organizational skills with the ability to plan, prioritize, and execute work in a fast-paced environment while ensuring compliance with policies and procedures
Numerical aptitude and problem-solving skills to address complex issues and interpret data trends effectively
Company
Raymond James
Raymond James provides a range of investment banking services focused on the telecommunications and communications sectors.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2025-09-09Post Ipo Debt· $1.5B
1983-07-01IPO
Leadership Team
Paul Shoukry
Chief Executive Officer
James Sickling
COO - Fixed Income
Recent News
TradingView
2025-12-16
Company data provided by crunchbase