Overview

This role will be responsible for the management of the Quality Assurance Team and program. The QA team's primary responsibility is the review and evaluation of calls/emails handled by Service Professionals in the Service organization. In addition, the manager for the QA team will be involved in the ongoing criteria used to evaluate calls, identify trends, and work with internal partners to close gaps. The QA Manager will also be involved in the initial establishment of the team, creating policies and procedures and setting-up the structure required recognize top service talent through a quarterly incentive bonus program.

Responsibilities

• Management/supervision of team of 10 quality assurance professionals located at both Fort Mill and San Diego locations


• Support the quality assurance professionals with policy and procedural questions or call evaluation guidance.


• Quality monitor calls evaluated by the QA team for accuracy and consistency


• Partner/calibrate with Service management to provide transparency into the call evaluation criteria used by the QA team.


• Serve as the contact point for discrepancies for calls evaluated by the QA team.


• Work with Service Manager for mis-information and/or poor experiences provided by Service Professional


• Create/develop/manage reporting and metrics for the QA team.
  • Identify and work to provide training programs or process enhancements to correct quality issues.
  
  


• Ability to inspire, motivate, and challenge your team to tackle the opportunities for improvement


• Comfort with ambiguity with an ability to learn quickly and thrive in a complex, growth-oriented and dynamic environment


• Foster a culture of engagement, diversity and inclusion


• A positive can-do attitude; willing to "get in the weeds" with employees


• Utilize the principles of continuous process improvement to streamline and enhance the operation of the call center


• Serve as a subject matter expert


• Constantly working on developing team members for succession planning.


• Openness to new ways of thinking and acquiring new skills to retain a competitive advantage

Background

• Bachelors preferred or equivalent work experience


• Minimum Series 99 required within 90 days


• 3+ years leading and developing others


• Proven ability to lead and coach financial professionals while possessing strong mentoring and employee development skills.

Why LPL?

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation's leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We areone team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it's like to work at LPL? Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits? Learn more here

Join the LPL team and help us make a difference by turning life's aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lpl.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant's bank or credit card. Should you have any questions regarding the application process, please contact LPL's Human Resources Solutions Center at (800) 877-7210.