This position is based out of our Fort Myers, FL office and is eligible for a hybrid schedule after successful completion of the probationary period.

JOB OVERVIEW

The Supervisor of Quality Assurance develops and manages the Quality Assurance Leads. Exhibits and embraces Equity Trust Company (ETC) Core Values and leads the team to do the same. Supports the goals and objectives of ETC leadership, collaborates effectively across the organization and provides an excellent client experience.

RESPONSIBILITIES & DUTIES

Handles final approval of onboarding new investments Oversees call audits, calibrates between departments and maintains consistent client experience Oversees quality audits of Operations teams, and provides feedback to managers Works alongside Compliance for new investments that require escalated review Maintains procedures for Operations teams Oversees various client notices including beneficiary notices and matured note notices Assists Client Services Manager with maintaining Knowledge Base and Forms content Creates and refines reports for data integrity Develops, implements and improves team processes and procedures Identifies opportunities to improve efficiency, quality and consistency of work product Reviews and interprets daily/weekly/monthly metrics Establishes, monitors and communicates team and individual productivity targets Develops and implements plans to manage daily workflow and meet service and productivity targets Meets with individual team members monthly to provide feedback on performance Identifies team and individual training needs and continuing education opportunities Manages special projects and initiatives across the organization Forecasts staffing needs and plans accordingly Hires high-quality, best-fit candidates Performs other duties as assigned

QUALIFICATIONS

High School Diploma or equivalent Bachelor's Degree in Business, Mathematics, Accounting or related fields is preferred 3 year of experience in the retirement and/or financial industries

PROFESSIONAL CERTIFICATIONS

None

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following: Proficient in Microsoft Office Suite

CULTURAL COMPETENCIES

In addition to our core company competencies of Excellence, Passion, Integrity , and Collaboration , a successful candidate in this role should exhibit the following behavioral competencies: Attention to

Detail & Accuracy:

Consistently produces accurate work in transaction processing and data entry while maintaining high quality standards

Client Focus & Communication:

Responds promptly to client needs, provides clear and professional communication, and follows through on commitments

Accountability & Time Management:

Takes ownership of assigned work, manages competing priorities effectively, and meets service level agreements consistently

Adaptability & Learning:

Embraces new processes and systems, seeks opportunities to expand knowledge, and adjusts to changing work demands

Collaboration & Teamwork:

Works effectively with colleagues across departments, shares knowledge, and contributes to team success

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.