UBS

Senior Call Quality Specialist, UBS Wealth Advice Center

UBS
New Jersey, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

At UBS Wealth Advice Center, we are seeking a highly experienced and skilled Senior Call Quality Specialist to join our team. As a Senior Call Quality Specialist, you will play a critical role in ensuring the delivery of exceptional service to our clients through monitoring and evaluating the quality of our call center interactions. We are looking for someone who is passionate about providing superior customer service and has a strong understanding of call center operations. If you have a keen eye for detail, excellent communication skills, and a proven track record of driving continuous improvement, we invite you to apply for this exciting opportunity.

  1. Monitor and evaluate call center interactions to ensure adherence to quality standards and provide feedback for improvement.
  2. Develop and implement quality assurance processes and procedures to improve customer service delivery.
  3. Analyze call center data and generate reports on performance and areas for improvement.
  4. Train and coach call center agents on best practices for delivering exceptional customer service.
  5. Collaborate with other departments to identify and resolve customer service issues and improve overall call center performance.
  6. Conduct regular audits to ensure compliance with company policies and procedures.
  7. Identify trends and patterns in call center data to proactively address potential customer service issues.
  8. Stay updated on industry best practices and implement them in the call center.
  9. Communicate quality standards and expectations to call center agents and provide ongoing support and guidance.
  10. Provide regular feedback and recommendations to management on ways to improve call center operations and enhance the customer experience.
  11. Collaborate with cross-functional teams to implement quality improvement initiatives.
  12. Conduct performance evaluations of call center agents and provide constructive feedback for their professional development.
  13. Act as a point of contact for escalated customer service issues and ensure timely resolution.
  14. Foster a positive and collaborative working environment within the call center team.
  15. Continuously strive to improve the overall customer experience and contribute to the company's success.
Where is this job?
This job is located at New Jersey, USA
Job Qualifications

  • Extensive Knowledge Of Call Quality Monitoring And Evaluation Techniques: A Senior Call Quality Specialist At Ubs Should Have A Deep Understanding Of Call Quality Monitoring And Evaluation Practices, Including The Ability To Develop And Implement Quality Assurance Processes.

  • Strong Analytical Skills: The Ideal Candidate Should Possess Strong Analytical Skills To Review And Interpret Data From Call Recordings And Identify Trends Or Areas For Improvement In Order To Enhance The Overall Quality Of Calls.

  • Excellent Communication And Coaching Abilities: As A Senior Call Quality Specialist, The Individual Should Have Excellent Communication And Coaching Abilities To Provide Feedback And Coaching To Call Center Agents, As Well As Provide Recommendations To Management On How To Improve Call Quality.

  • Proven Experience In A Call Center Environment: Prior Experience In A Call Center Or Customer Service Environment Is Crucial For This Role, As The Senior Call Quality Specialist Will Need To Have A Thorough Understanding Of Call Center Operations And Best Practices.

  • Attention To Detail And Accuracy: The Senior Call Quality Specialist Should Have A Keen Eye For Detail And Be Able To Accurately Identify And Document Areas For Improvement In Call Quality. This Requires A High Level Of Attention To Detail And A Commitment To Maintaining Accuracy In All Aspects Of The Job.

Required Skills

  • Quality Assurance

  • Communication Skills

  • Data Analysis

  • Attention to detail

  • Problem Solving

  • customer service

  • Compliance Knowledge

  • Team Leadership

  • Performance evaluation

  • Training And Coaching

  • Call Monitoring

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Critical thinking

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Senior Call Quality Specialist, UBS Wealth Advice Center in New Jersey, USA is between $50,000-$75,000 per year. However, this can vary depending on factors such as experience, education, and location.

Additional Information
UBS is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedApril 22nd, 2025
Apply BeforeMay 22nd, 2025
This job posting is from a verified source. 
See an issue with this job? Report it to us

Apply with Video Cover Letter Add a warm greeting to your application and stand out!

Upload
About UBS

UBS is a global firm providing financial services in over 50 countries. The company provides wealth management, asset management, and investment banking services for private, corporate, and institutional clients worldwide.

Frequently asked questions
More Jobs From UBS

View All UBS jobs

Get interviewed today!

JobzMall is the world‘ s largest video talent marketplace.It‘s ultrafast, fun, and human.

Get Started