Sr Specialist, Service Quality

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

As aService QualitySr Specialist in CS&S, youwill be focused evaluating frontline service calls and chats to provide insight and feedback for the business around call quality and quality processes and support the CS&S Quality Management systems. This highly motivated and self-directed professional will be required to leverage specialized tools to provide insights on call quality trends and risk events. Through these tools and evaluation practices there will be need to create, organize, and present findings to better support business leaders in their coaching and decision-making process. In this role, you will perform call reviews as part of larger call studies, partner with business leaders and cross-functional teams when high-risk events take place, and will help to identify coaching opportunities frontline leaders can utilize to coach and develop their teams. 

What you have

Required Qualifications 

• ActiveFINRA Series 7 and 63, required with registration in all 50 states
• 2-3+ years of frontline service experience in a financial service call center setting
• Demonstrated experience and understanding of expected call behaviors
• CallReview experience in support of coaching or Quality Assurancework
• Experience utilizing Nexidia QC, Cresta Service AI, and CXOne for call evaluations
• Strong AI prompt development skills
• Experience building/maintaining a Quality Management program
• Experience utilizing Microsoft PowerPoint and Excel for reporting and analytics

Preferred Qualifications:

• Active FINRA Series 9/10 licenses 
• Experience utilizing Cresta Opera AI behavior building tool and Dashboards
• Self-directed, self-motivated, and able to work independently on a variety of tasks
• Strong adaptability skills and ability to exercise excellent judgment 
• Excellent time management and organizational skills
• Superior analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats to Senior Leadership
• Exhibited success in creating a “Through Clients’Eyes” experience with a focus on proactive and productive conversations
• Strong candidates will have robust written and verbal communication skills 

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.