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Quality Assurance - Helpdesk Team Leader - Digital

Company: EDWARD JONES
Location: East Carondelet
Posted on: November 25, 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
Tools:
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.

      1084099353
      Senior Technical Architect
      EMMA
      MO
      EDWARD JONES
      https://dsp.prng.co/ypDhhRb
      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 position will support the design, development & integration of new technology platforms supporting Future Business Segment including Branch, Client and Operational systems. This position will support the strategic firm initiative and contribute in defining and building the solution architecture and integration patterns to support the Development Experience for both Mobile and Web solutions. The role will architect solutions that integrate with core EJ domains and drive enablement of new digital channels and experiences. The role is expected to follow architectural best practices and build scale and efficiencies that enable future business growth.


      What You Will Do
      • As a senior Enterprise Architect, you will be responsible for designing and delivery of cloud-based solutions and technologies to support the digital transformation of Future Business Segment. In this role, you will be architecting new capabilities and integrating systems across multi-cloud platforms.
      • You will be designing solutions efficiently taking into account the core business domains & supporting systems, data and integration flows and non-functional concerns.
      • You will guide and mentor teams on architecture, design, and integration of business software across multiple product platforms while ensuring solutions are built with performance, scalability and resiliency in mind.
      • Drives adaption of architectural patterns, design policies, code quality and performance across initiatives
      • This role entails understanding of Product Teams and Agile methodology and practices, DevSecOps and continuous delivery practices.
      • You will build strong partnerships and relationships with stakeholders in Product Management, UX, PMO, Enterprise Architecture, Infrastructure and Security.
      • You will work closely with support teams, systems and business leads to promote technical and functional upgrades, enhancements and best practices/industry standards
      • This role requires having excellent communication skills, interfacing and communication at all levels of the organization, leading discussions and driving decisions
      • Passionate about learning new technologies, industry trends and mentoring others.
        • Bachelor's degree in Computer Science, Engineering or Management Information Systems preferred or related work experience
        • 10+ years of experience in designing and building enterprise scale distributed solutions
        • 5+ years of experience in DevSecOps, Platform architecture designs, system design, cloud architectures & integration patterns
        • Practical experience in designing and building Microservices & REST API's. Experience with distributed caching, event-driven and streaming frameworks preferred.
        • Experienced in designing and building highly scalable, distributed & secure solutions that run in a cloud environment such as Azure
        • Experienced in both relational and non-relational data stores
        • Expert Hands on experience in one of the following
        • Technologies such as Spring Boot, Microservices, API Management, Event Streaming, Cloud-Native Patterns, Observability & Performance optimizations
        • DevSecOps - CI/CD Pipelines, Software Security, Test Automation, Test Data Management, SRE Principles
          • 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: $126903 - $216079
              Category: Headquarters

Keywords: EDWARD JONES, Springfield , Quality Assurance - Helpdesk Team Leader - Digital, Hospitality & Tourism , East Carondelet, Illinois

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