Quality Assurance Analyst

Profile

Interactive Brokers is seeking a Quality Assurance Analyst to review Client Services correspondence, statistics, documentation and processes to ensure we are meeting performance goals as well as regulatory requirements. Our aim is to build and maintain long-term customer relationships by providing exceptional Customer Service to go along with our industry leading trading technology.

Responsibilities

· Reviews client calls, chats, and tickets for accuracy, quality, and regulatory obligations

· Reviews client feedback and complaints for recurring and/or outstanding issues

· Reviews Client Service Representative performance statistics and creates reports for local management

· Contributes to the development of Client Service systems, policies and procedures

· Creates and updates client facing documentation for new products and services, accuracy and clarity

· Escalates outstanding client issues for resolution

· Coordinates with Training group to enhance training in areas of need

· Tracks company initiatives, development efforts and policy changes to ensure that staff is informed

Qualifications

· Bachelor’s or advanced degree

· Proficiency with MS Office (Word, Excel, PowerPoint), web based applications and search tools

· Strong written communication skills (including proper grammar, spelling and punctuation)

· Resourceful and innovative approach to problem solving

· Experience in financial services (e.g., brokerage, banking, trading, exchange or clearinghouse) preferred but not required

· Experience in technical writing a plus

Company Benefits & Perks

Competitive salary, annual performance-based bonus and stock grant

Retirement plan 401k with competitive company match

Excellent health and welfare benefits including medical, dental, and vision benefits

Wellness screenings and assessments, health coaches and counseling services through Employee Assistance Program (EAP)

Paid time off and a generous parental leave policy

Daily company paid lunch and a fully stocked kitchen with healthy options for breakfast and snack

Corporate events including team outings, dinners, volunteer activities and company sports teams

Education reimbursement and learning opportunities

Modern offices with sit/stand desks and multi-monitor setups

Company Overview

Interactive Brokers (IBKR), a subsidiary of publicly-traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR) is a low-cost provider of trade execution and clearing services for active traders, institutional investors, financial advisors and introducing brokers. IBKR’s premier technology provides electronic access to stocks, options, futures, forex, bonds, and funds worldwide from a single IBKR Integrated Investment account. IBKR is one of the largest online brokers by trade volume and is consistently ranked at the top of its field.

Our employees are part of a dynamic, multinational, fast-paced, results-oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.

Our headquarters are in Greenwich, CT, USA. IBKR has offices in the United States, Australia, Canada, China, Estonia, Hong Kong, Hungary, India, Ireland, Japan, Luxembourg, Russia, Singapore, Switzerland and United Kingdom.

IBKR is a member of NYSE, FINRA, and SIPC. Interactive Brokers Group brokerage affiliates are regulated by securities and commodities agencies around the world.

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Company info

Interactive Brokers Group, Inc.
Website : https://www.interactivebrokers.com