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Raymond James · 12 hours ago

Quality Assurance Specialist – Call Evaluation & Coaching

Saint Petersburg, Florida - United States

Full-time

Hybrid

New Grad, Entry Level

0+ years exp

Raymond James is seeking a detail-oriented and collaborative Call Quality Assurance Specialist to join their team. This role focuses on call evaluations, coaching, and process improvement initiatives to ensure consistency and support team development.

BankingFinancial ServicesInformation TechnologyInsuranceWealth Management

Growth Opportunities

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

Quality AssuranceCall MonitoringCoachingAnalytical SkillsCustomer Management PlatformsProcess ImprovementNumerical AptitudeCommunication SkillsLeadership ExperienceOrganizational Skills

Required

High School (HS) (Required)

General Experience - 7 to 12 months

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