Senior Call Quality Specialist, UBS Wealth Advice Center

UBS Financial Services; Weehawken, Charlotte (NJ, NC); On-site; USD 55,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Call Quality Specialist to enhance client experiences and coach financial advisors. This role involves evaluating calls, providing constructive feedback, and collaborating with internal teams to ensure high-quality service standards. Join a dynamic Quality Assurance team that values attention to detail and continuous improvement, and be part of a culture that emphasizes collaboration and diversity. If you're passionate about delivering exceptional service and making a meaningful impact, this opportunity is for you.

Qualifications

• Experience in a call center or customer service role.
• Exposure to Wealth Management industry.

Responsibilities

• Perform call quality reviews to evaluate client service skills.
• Provide feedback to enhance performance and customer satisfaction.

Skills

Customer Service

Call Quality Assessment

Feedback Delivery

Attention to Detail

Communication Skills

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

Senior Call Quality Specialist, UBS Wealth Advice Center

Location: United States - New Jersey, North Carolina

Department: Global Wealth Management

Job Reference #: 312191BR

City: Charlotte, Weehawken

Job Type: Full Time

Your role

Are you passionate about delivering exceptional client experiences? Do you enjoy coaching and developing financial advisors? We are seeking a Senior Call Quality Specialist who can:

1. Perform call quality reviews by listening to inbound and outbound calls to evaluate client service skills against established metrics.
2. Assess whether agents adhere to proper procedures and utilize effective practices to provide excellent service.
3. Provide feedback to call center agents to enhance performance and customer satisfaction.
4. Escalate service, sales, and operational issues to appropriate parties.
5. Document quality issues and performance metrics for management review, analyzing trends to identify areas for improvement.
6. Assist in analyzing service deficiencies and recommend enhancements.
7. Collaborate with internal teams such as sales, compliance, operations, and learning & development to ensure smooth call center operations.
8. Participate in developing call quality standards and procedures.
9. Conduct coaching sessions with call center agents.
10. Support team leads in training, mentoring, and reporting activities.

Your team

You will be part of the Quality Assurance team at the UBS Wealth Advice Center, evaluating both new and experienced Financial Advisors to ensure quality standards are met and to improve customer service and performance.

Your expertise

Required qualifications include:

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

About us

UBS is the world’s largest and only truly global wealth manager, operating in over 50 countries across major financial centers. We offer a diverse range of services through four divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management, and Investment Banking.

How we hire

Applicants may be asked to complete assessments during the application process. We support flexible working arrangements where possible, including part-time, job-sharing, and hybrid models. Our culture emphasizes collaboration, diversity, and continuous learning. Join us and make an impact as part of #teamUBS.

UBS Business Solutions SA
UBS Recruiting

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.