New Accounts Specialist | Shared Services: Call Quality Team
Memphis, Tennessee - United StatesAll locationsMemphis, Tennessee - United StatesSaint Petersburg, Florida - United StatesSouthfield, Michigan - United States Hybrid
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About the role
This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week in one of the following locations: St. Petersburg, FL, Memphis, TN or Southfield, MI. We are seeking a detail-oriented and collaborative Call Quality Assurance Specialist to join our team. This role builds upon core responsibilities by incorporating advanced quality oversight, coaching, and process improvement initiatives. The ideal candidate will ensure consistency in call evaluations, support team development, and drive alignment across evaluators and leadership. The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.
What you'll bring
- 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.
- High School (HS) (Required)