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 itemsListen to service associate and financial advisor calls and conduct a review of the interactionResearch call outcome using resources such as systems, policy procedure to confirm call was handled properly and transaction was completed correctly and accuratelyProvide feedback to managers on call flow and collection of client dataProvide feedback to managers on failed or low scoring callsTrain new RMs, PRMs, CRAs and FAs on Quality processFacilitate QA/Manager engagement meetings and attend manager team meetingsCreate and conduct customized feedback sessions which include robust reportingConduct calibration meetings with associates and leadershipAttend product specific meetings and training

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 itemsListen to service associate and financial advisor calls and conduct a review of the interactionResearch call outcome using resources such as systems, policy procedure to confirm call was handled properly and transaction was completed correctly and accuratelyProvide feedback to managers on call flow and collection of client dataProvide feedback to managers on failed or low scoring callsTrain new RMs, PRMs, CRAs and FAs on Quality processFacilitate QA/Manager engagement meetings and attend manager team meetingsCreate and conduct customized feedback sessions which include robust reportingConduct calibration meetings with associates and leadershipAttend product specific meetings and training

KNOWLEDGE/SKILLS REQUIRED:

Ability to meet pre-assigned call assignments within the month with little or no directionAbility to multi-task, prioritize and excel in a fast-paced, deadline driven environmentBalance workload to evenly distribute call evaluations throughout the month4 years of customer service experience with demonstrated leadership and communications skillset to organize and lead meetings, deliver presentations, and to provide feedback and mentor representativesCreate a positive work environment and maintain strong employee relationshipsKnowledge of one or more of Virtual Advisor, WSG stock plans and eTrade process and proceduresAbility to identify and develop process improvements for VCS processesAbility to assess the client experience and recommend improvementsStrong understanding of VCS quality measurement and quality enhancement methodsExcellent written and oral communication and presentation skillsAbility to network and establish relationships across the Firm, including senior managementStrong organizational skills, attention to detail, and excellent follow-up skillsSelf-motivated with the ability to work autonomously and succeed in a team environmentStrong understanding of and ability to use the Microsoft Office 2010 suite including; Word, PowerPoint, and ExcelUnderstanding 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

KNOWLEDGE/SKILLS REQUIRED:

Ability to meet pre-assigned call assignments within the month with little or no directionAbility to multi-task, prioritize and excel in a fast-paced, deadline driven environmentBalance workload to evenly distribute call evaluations throughout the month4 years of customer service experience with demonstrated leadership and communications skillset to organize and lead meetings, deliver presentations, and to provide feedback and mentor representativesCreate a positive work environment and maintain strong employee relationshipsKnowledge of one or more of Virtual Advisor, WSG stock plans and eTrade process and proceduresAbility to identify and develop process improvements for VCS processesAbility to assess the client experience and recommend improvementsStrong understanding of VCS quality measurement and quality enhancement methodsExcellent written and oral communication and presentation skillsAbility to network and establish relationships across the Firm, including senior managementStrong organizational skills, attention to detail, and excellent follow-up skillsSelf-motivated with the ability to work autonomously and succeed in a team environmentStrong understanding of and ability to use the Microsoft Office 2010 suite including; Word, PowerPoint, and ExcelUnderstanding 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

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