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Morgan Stanley

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3.7

based on 1.5k Reviews

178 Morgan Stanley Jobs

Analyst - Workforce Management Analyst (Wealth Management)

Morgan Stanley Advantage Services Pvt. Ltd.

3.7

based on 1.5k Reviews

4-6 years

Mumbai

1 vacancy

Analyst - Workforce Management Analyst (Wealth Management)

Morgan Stanley

posted 3hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Excel MS Office Wealth Management SAP Quality Management

Job Description

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 envir

Employment Type: Full Time, Permanent

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