Senior Call Quality Specialist, UBS Wealth Advice Center

UBS Financial Services; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading financial services firm is seeking a Senior Call Quality Specialist to enhance client experiences through quality reviews and coaching. This role involves collaborating with agents and management to ensure high standards in customer service and performance. Ideal candidates will have a background in wealth management and strong communication skills.

Qualifications

• Experience in a call center or customer service role.
• Wealth Management industry exposure.
• SIE, Series 7, 66 licenses required.

Responsibilities

• Perform call quality reviews and provide feedback to agents.
• Document quality issues and analyze trends.
• Conduct coaching sessions and assist in training.

Skills

Attention to Detail

Communication

Feedback

Education

Bachelor’s degree

Tools

Microsoft Suite

Job description

Senior Call Quality Specialist, UBS Wealth Advice Center

Location: United States - New Jersey, North Carolina

Department: Research, Global Wealth Management

Job Reference #: 312191BR

City: Charlotte, Weehawken

Job Type: Full Time

Your role

Do you pride yourself on delivering an elevated client experience? Are you enthusiastic about coaching and developing the next generation of financial advisors? We are looking for someone like you who can:

1. Perform call quality reviews by listening to inbound and outbound calls and service requests to analyze and evaluate client service skills against established quality metrics.
2. Determine whether agents are using proper procedures and efficient and effective practices to provide excellent client experience and support.
3. Provide feedback to call center agents to improve performance and enhance the customer experience.
4. Escalate service, sales, and operational issues to appropriate parties (supervision, sales managers, operations).
5. Document quality issues and performance measures for management review and analyze results and recurring trends to provide feedback and findings to management.
6. Assist in analyzing deficiencies in service or performance and recommend service improvements.
7. Work closely with internal teams including sales management, compliance, operations, learning and development, and project management to ensure day-to-day wealth management call center functions are being executed.
8. Participate in the development of call quality standards and procedures.
9. Conduct 1:1 coaching sessions with call center agents.
10. Assist team lead in facilitating training sessions, mentoring junior members of the QA team, and generating monthly and quarterly QA reports.

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 experienced professionals. The Senior Call Quality Specialist is responsible for evaluating and analyzing customer service and sales call interactions to ensure they meet established quality standards. A successful candidate will collaborate closely with call center agents and managers to elevate customer service and increase performance.

Your expertise

You have:

• A Bachelor’s degree from an accredited institution.
• Experience in a call center or customer service role.
• Wealth Management industry exposure.
• SIE, Series 7, 66 licenses (required).
• Excellent attention to detail and a commitment to high-quality work.
• Excellent written and verbal communication skills.
• Ability to give and receive constructive feedback.
• Proficiency with Microsoft Suite applications, including Outlook, Word, Excel, and PowerPoint.

About us

UBS is the world’s largest and 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 presence in over 50 countries and our broad expertise set us apart from our competitors.

How we hire

We may request you to complete assessments during the application process. Learn more about our hiring process.

At UBS, we embrace flexible working arrangements such as part-time, job-sharing, and hybrid models (office and home), depending on the role. Our culture and infrastructure support collaboration and agility to meet business needs.

We believe our people, with their diverse backgrounds, skills, and experiences, drive our success. Join #teamUBS and make an impact!

UBS Business Solutions SA
UBS Recruiting

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer. We respect and support diversity within our workforce.