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Morgan Stanley
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Quality Analyst , Client Segments, Analyst, Wealth Management

Quality Analyst , Client Segments, Analyst, Wealth Management

Morgan Stanley

2 - 6 years

0 Lacs

maharashtra

Posted:4 weeks ago| Platform: Shine logo

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Skills Required

leadership microsoft office quality management genesys process improvement customer service experience communications organizational skills attention to detail client experience assessment

Work Mode

On-site

Job Type

Full Time

Job Description

You will work closely with Virtual Client Solutions leadership, Sales & Service Managers, Supervisors, Participant Relationship Managers, Client Relationship Associates, and Financial Advisors to achieve Quality Assurance results across the organization. Your role as a Quality Professional involves evaluating interactions (phone or non-phone) of VCS associates to ensure Service Excellence and providing managers with tools and analysis for coaching to improve daily client interactions. **Key Responsibilities:** - Review associate phone calls and non-phone items - Listen to service associate and financial advisor calls and conduct a review of the interaction - Research call outcomes using resources such as systems, policy & procedure to confirm proper handling and accurate completion - Provide feedback to managers on call flow and collection of client data - Provide feedback to managers on failed or low scoring calls - Train new RMs, PRMs, CRAs, and FAs on Quality process - Facilitate QA/Manager engagement meetings and attend manager team meetings - Create and conduct customized feedback sessions with robust reporting - Conduct calibration meetings with associates and leadership - Attend product-specific meetings and training **Qualifications Required:** - Ability to meet pre-assigned call assignments within the month with little or no direction - Ability to multi-task, prioritize, and excel in a fast-paced, deadline-driven environment - Customer service experience with demonstrated leadership and communications skillset - Knowledge of Virtual Advisor, WSG stock plans, and eTrade process and procedures - Strong understanding of VCS quality measurement and quality enhancement methods - Excellent written and oral communication and presentation skills - Strong organizational skills, attention to detail, and excellent follow-up skills - Self-motivated with the ability to work autonomously and succeed in a team environment - Strong understanding of Microsoft Office 2010 suite - Understanding of Genesys and Quality Management systems are a plus You can expect from Morgan Stanley a commitment to maintaining first-class service and high standards of excellence. The company values putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back. Morgan Stanley provides a supportive and inclusive environment where all individuals can maximize their full potential. The company is dedicated to recruiting, developing, and advancing individuals based on their skills and talents.,

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Morgan Stanley

Financial Services

New York NY

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Quality Analyst , Client Segments, Analyst, Wealth Management