Position Objective And Responsibility
The Quality Professional works closely with Virtual Client Solutions leadership including Sales & Service Managers and Supervisors as well as Participant Relationship Managers, Client Relationship Associates and Financial Advisors to achieve Quality Assurance results across the organization. The Quality Professional is accountable for evaluating the interactions (phone or non-phone) of VCS associates to ensure Service Excellence and provide managers with the tools and analysis to conduct the coaching needed to improve daily interactions with clients.
Job 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 outcome using resources such as systems, policy & procedure to confirm call was handled properly and transaction was completed correctly and accurately
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 which include robust reporting
Conduct calibration meetings with associates and leadership
Attend product specific meetings and training
Knowledge/Skills 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
Balance workload to evenly distribute call evaluations throughout the month
4+ years of customer service experience with demonstrated leadership and communications skillset to organize and lead meetings, deliver presentations, and to provide feedback and mentor representatives
Create a positive work environment and maintain strong employee relationships
Knowledge of one or more of Virtual Advisor, WSG stock plans and eTrade process and procedures
Ability to identify and develop process improvements for VCS processes
Ability to assess the client experience and recommend improvements
Strong understanding of VCS quality measurement and quality enhancement methods
Excellent written and oral communication and presentation skills
Ability to network and establish relationships across the Firm, including senior management
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 and ability to use the Microsoft Office 2010 suite including; Word, PowerPoint, and Excel
Understanding of NICE, Genesys, and Knoahsoft Quality Management systems are a plus
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
Posting Date
Jul 4, 2024
Primary Location
Non-Japan Asia-India-India-Mumbai (MSA)
Education Level
Bachelor's Degree
Job
Wealth Management
Employment Type
Full Time
Job Level
Associate
