Executive / Sr. Executive - Call Quality

About NAV

NAV Fund Services was founded in 1991 and has since undergone exponential organic growth. NAV is now one of the largest and most reputable fund administrators in the world, with over 2,300 clients, offices in multiple countries, and servicing clients located in six continents. NAV has been able to succeed in all economic climates by continued investment in innovation and technology, while remaining independent, detached from mergers and acquisitions, and completely debt free.

LinkedIn - https://www.linkedin.com/pulse/top-companies-2023-25-best-workplaces-grow-your-career/

Website www.navfundservices.com; www.navbackoffice.com

NAV Core Values:

Excellence: We focus on execution, action, and delivering meaningful outcomes. We set ambitious goals, stay accountable, and celebrate high-quality work.
Growth Mindset: We embrace challenges and continuous learning. We give our people the right environment to not just hone their skills, but also grow as an individual.
Ownership: We believe in going beyond accountability. We foster a culture of initiative and responsibility by empowering our people and recognising them for their efforts at every step.
Integrity: We build strong relationships through transparency and honesty. We do the right thing even when no one is watching.
Inclusivity: We celebrate and respect diversity, perspectives and ideas. We ensure everyone is valued, included, and heard to bring our authentic selves to work.

Role Overview:

We are looking for a Quality Assurance Executive who specializes in the human element of fund administration services. Your primary mission is to ensure our employees maintain professional excellence during video meetings with domestic and international clients. You will blend traditional communication auditing with a modern understanding of AI-driven workflows to keep our operations seamless and sophisticated.

Key Responsibilities:

1. Video Meeting & Etiquette Auditing

• Evaluate calls for "Basic Meeting Etiquette," including professional appearance, background appropriateness, and effective use of video conferencing tools.
• Monitor verbal and non-verbal communication, ensuring employees use clear, concise, and professional language suitable for high-stakes fund administration discussions.
• Identify and coach employees on cultural communication differences when dealing with global clients to ensure inclusive and respectful interactions.

2. AI Workflow & Automation Oversight

• Oversee AI-driven automation workflows (e.g., automated meeting summaries, sentiment triggers, or task routing).
• Proactively flag instances where AI tools fail to capture context correctly or where automation breaks down, ensuring the technology supports - rather than hinders - the client experience.
• Suggest improvements to automation triggers based on common communication patterns observed during audits.

3. Strategic Coaching

• Act as a communication coach, providing one-on-one feedback to employees to improve their confidence and presence on camera.
• Ensure all communication remains within the strict boundaries of fund administration compliance and regulatory standards.

Required Qualifications

1. Communication Specialist: Exceptional command of professional English and a keen eye for interpersonal dynamics and digital etiquette.

2. AI Literacy: Basic understanding of how AI works in a corporate setting (e.g., transcription services, automated workflows) and the ability to troubleshoot non-technical logic errors.

3. Analytical Mindset: Ability to transform qualitative observations (like "tone" or "etiquette") into actionable data and coaching points.

4. Nice to have: Basic understanding of fund administration terminology and the specific compliance requirements of the financial services industry.

Ideal Candidate

You are the standard-bearer for the company's brand. You understand that in fund administration, trust is built through professional delivery. You are tech-curious enough to manage AI tools but people focused enough to know that a machine cant replace a perfectly timed, professional human interaction.