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