Quality Assurance Supervisor
Equity Trust Company•Fort Myers, FL
•Hybrid
About The Position
The Supervisor of Quality Assurance develops and manages the Quality Assurance Leads. Exhibits and embraces Equity Trust Company (ETC) Core Values and leads the team to do the same. Supports the goals and objectives of ETC leadership, collaborates effectively across the organization and provides an excellent client experience.
Requirements
- High School Diploma or equivalent
- 3 year of experience in the retirement and/or financial industries
- Proficient in Microsoft Office Suite
- Attention to Detail & Accuracy: Consistently produces accurate work in transaction processing and data entry while maintaining high quality standards
- Client Focus & Communication: Responds promptly to client needs, provides clear and professional communication, and follows through on commitments
- Accountability & Time Management: Takes ownership of assigned work, manages competing priorities effectively, and meets service level agreements consistently
- Adaptability & Learning: Embraces new processes and systems, seeks opportunities to expand knowledge, and adjusts to changing work demands
- Collaboration & Teamwork: Works effectively with colleagues across departments, shares knowledge, and contributes to team success
Nice To Haves
- Bachelor’s Degree in Business, Mathematics, Accounting or related fields is preferred
Responsibilities
- Handles final approval of onboarding new investments
- Oversees call audits, calibrates between departments and maintains consistent client experience
- Oversees quality audits of Operations teams, and provides feedback to managers
- Works alongside Compliance for new investments that require escalated review
- Maintains procedures for Operations teams
- Oversees various client notices including beneficiary notices and matured note notices
- Assists Client Services Manager with maintaining Knowledge Base and Forms content
- Creates and refines reports for data integrity
- Develops, implements and improves team processes and procedures
- Identifies opportunities to improve efficiency, quality and consistency of work product
- Reviews and interprets daily/weekly/monthly metrics
- Establishes, monitors and communicates team and individual productivity targets
- Develops and implements plans to manage daily workflow and meet service and productivity targets
- Meets with individual team members monthly to provide feedback on performance
- Identifies team and individual training needs and continuing education opportunities
- Manages special projects and initiatives across the organization
- Forecasts staffing needs and plans accordingly
- Hires high-quality, best-fit candidates
- Performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
