Your role
Are you enthusiastic and self-motivated? Do you have a strong attention to detail and excellent communication skills? Do you look for opportunities to provide coaching and development to others? We are looking for someone like you who can:
• perform call quality reviews - listen 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)
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• stay current with industry trends, best practices, and new technologies in customer service and call center operations
• help foster a quality culture, in which all employees become actively engaged in guaranteeing quality in both client facing and administrative aspects of their roles
• document quality issues and performance measures for management review as well as analyze results and recurring trends
• assist in analyzing deficiencies in service or performance and recommend service improvements
• be knowledgeable on products, services and processes by keeping training materials and procedure documentation updated
• collaborate closely with internal teams, including sales management, compliance, operations, learning and development, and project management
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.
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 experience. The 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
• Bachelor's degree required
• ideally, 1+ years of experience in a call center or customer service role
• SIE, Series 7, 66 licenses (attained within 6 months)
• strong analytical and problem-solving skills as well as strong attention to detail and a commitment to high-quality work
• excellent written and verbal communication skills
• knowledge of customer service best practices and standards
• able to work independently and as part of a team
• able to give and receive constructive feedback
• proficient with Microsoft Suite Applications, including Outlook, Word, Excel and PowerPoint
• manage your time along with a large workload in a fast-paced environment
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
This role requires an assessment on application. Learn more about how we hire: www.ubs.com/global/en/careers/experienced-professionals.html