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Quality Assurance - Helpdesk Team Leader - Digital

Location: Sycamore
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
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, Elgin , Quality Assurance - Helpdesk Team Leader - Digital, Other , Sycamore, Illinois

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