Senior Call Quality Specialist, UBS Wealth Advice Center
Apply NowCompany: UBS
Location: Weehawken, NJ 07086
Description:
Your role
Do you pride yourself on delivering an elevated client experience? Are you enthusiastic about coaching and developing the next generation of financial advisors? We are looking for someone like you who can:
perform call quality reviews by listening to inbound and outbound calls and service requests to analyze and evaluate client service skills against established quality metrics
determine whether agents are using proper procedures and efficient and effective practices to provide excellent client experience and support
provide feedback to call center agents to improve performance and enhance the customer experience
escalate service, sales and operational issues to appropriate parties (supervision, sales managers, operations)
document quality issues and performance measures for management review and analyze results and recurring trends to provide feedback and findings to management
assist in analyzing deficiencies in service or performance and recommend service improvements
work closely with internal teams including sales management, compliance, operations, learning and development, and project management to ensure day to day wealth management call center functions are being executed
participate in the development of call quality standards and procedures
conduct 1:1 coaching sessions with call center agents
assist team lead in facilitating training sessions, mentoring junior members of the quality assurance (QA) team and generating monthly and quarterly QA reporting
Your team
You'll be working as part of the Quality Assurance team at the UBS Wealth Advice Center, evaluating Financial Advisors, from newly hired to more experienced. The Senior Call Quality Specialist is responsible for evaluating and analyzing customer service and sales call interactions to ensure that they meet established quality standards. A successful candidate will work closely with call center agents and managers in order to elevate customer service and increase performance.
Your expertise
You have:
a Bachelor's degree from an accredited institution
experience in a call center or customer service role
Wealth Management indsutry exposure
SIE, Series 7, 66 licenses (required)
excellent attention to detail and a commitment to high-quality work
excellent written and verbal communication skills
able to give and receive constructive feedback
proficient with Microsoft Suite Applications, including Outlook, Word, Excel and PowerPoint
About us
UBS is the world's largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..
We have a presence in all major financial centers in more than 50 countries.
Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.
From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we're more than ourselves. Ready to be part of #teamUBS and make an impact?
Do you pride yourself on delivering an elevated client experience? Are you enthusiastic about coaching and developing the next generation of financial advisors? We are looking for someone like you who can:
perform call quality reviews by listening to inbound and outbound calls and service requests to analyze and evaluate client service skills against established quality metrics
determine whether agents are using proper procedures and efficient and effective practices to provide excellent client experience and support
provide feedback to call center agents to improve performance and enhance the customer experience
escalate service, sales and operational issues to appropriate parties (supervision, sales managers, operations)
document quality issues and performance measures for management review and analyze results and recurring trends to provide feedback and findings to management
assist in analyzing deficiencies in service or performance and recommend service improvements
work closely with internal teams including sales management, compliance, operations, learning and development, and project management to ensure day to day wealth management call center functions are being executed
participate in the development of call quality standards and procedures
conduct 1:1 coaching sessions with call center agents
assist team lead in facilitating training sessions, mentoring junior members of the quality assurance (QA) team and generating monthly and quarterly QA reporting
Your team
You'll be working as part of the Quality Assurance team at the UBS Wealth Advice Center, evaluating Financial Advisors, from newly hired to more experienced. The Senior Call Quality Specialist is responsible for evaluating and analyzing customer service and sales call interactions to ensure that they meet established quality standards. A successful candidate will work closely with call center agents and managers in order to elevate customer service and increase performance.
Your expertise
You have:
a Bachelor's degree from an accredited institution
experience in a call center or customer service role
Wealth Management indsutry exposure
SIE, Series 7, 66 licenses (required)
excellent attention to detail and a commitment to high-quality work
excellent written and verbal communication skills
able to give and receive constructive feedback
proficient with Microsoft Suite Applications, including Outlook, Word, Excel and PowerPoint
About us
UBS is the world's largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..
We have a presence in all major financial centers in more than 50 countries.
Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.
From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we're more than ourselves. Ready to be part of #teamUBS and make an impact?