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Call Monitoring Specialist

6 - 10 years

0 Lacs

maharashtra

Posted:12 hours ago| Platform: Shine logo

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Skills Required

call center operations call monitoring coaching regulatory compliance data analysis reporting project management communication skills team management contact center technology data interpretation collaboration mortgage originations client experience problemsolving mortgage process nice call monitoring systems performance scorecards multitasking

Work Mode

On-site

Job Type

Full Time

Job Description

As an Assistant Vice President, Call Monitoring Quality Professional at Morgan Stanley Home Loans, you will play a crucial role in ensuring the highest quality service is delivered to clients and partners. Your responsibilities will include conducting call reviews, analyzing call quality, and providing coaching to Mortgage Consultants and other client-facing employees. You will also be responsible for calibrating results, delivering performance feedback, and presenting aggregate results to senior leaders. Additionally, you will participate in new business initiatives, monitor defects, develop process improvements, and collaborate with training to enhance education materials. Qualifications required for this role include: - 6-9 years of experience in client-facing services, mortgage originations, and call monitoring and coaching - Graduate/bachelor's degree - Experience in managing a team is a plus - Strong understanding of the end-to-end mortgage process and products - Familiarity with NICE call monitoring systems and contact center technology - Knowledge of Mortgage-related state-specific and Federal Regulations - Experience with producing and delivering performance scorecards - Project management skills - Analytical and problem-solving skills - Effective communication skills - Ability to multitask and prioritize in a fast-paced environment - Independent worker with the ability to work collaboratively in a team At Morgan Stanley, you can expect a commitment to maintaining high standards of service and excellence. The company values include putting clients first, leading with exceptional ideas, and commitment to diversity and inclusion. You will work in an environment where you are supported and empowered, alongside diverse and creative teams. The company offers attractive employee benefits and opportunities for career growth and development. Morgan Stanley is an equal opportunities employer that values diversity and inclusion. The company is dedicated to creating a supportive environment where individuals can reach their full potential based on their skills and talents.,

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Morgan Stanley

Financial Services

New York NY

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