Senior Call Quality Specialist, UBS Wealth Advice Center

Job Reference #
312191BR

Job Type
Full Time

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.

How We Hire

We may request you to complete one or more assessments during the application process. Learn more

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?

Disclaimer / Policy Statements
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.