Job Description

United States - New Jersey Operations Global Wealth Management Job Reference # 303278BR City Weehawken Job Type Full Time Your role This role oversees the entire QA program, including setting quality standards, managing people, processes and platforms, and developing strategies to improve performance and customer satisfaction. The Quality Lead role is part of the Training and Quality team and is an integral part of our continued transformation. Key competencies and responsibilities include: Review existing and develop new Quality evaluation programs that maximize the output and productivity of the service representatives inclusive of insights about root-causes of issues, viable solutions and actionable insights for performance improvements. Specifically: Lead effective interaction monitoring and Quality calibration sessions that provide actionable insights to improve service representative performance. Ownership of the full client Quality program including feedback loop, execution and analytics that provides critical business insights and empower teams to make strategic and well-informed decisions. Stakeholder management, reporting and MIS to provide comprehensive picture of Quality insights. Lead Quality strategy within our Contact Center as a Service (CCaaS) transformation including utilization of SA and TA approaches that drive innovation and optimization of processes leading to improved efficiency as well as reduced costs. Ownership of controls and compliance requirements pertaining to QA and fraud protection. Your team The GWM Americas Client and Field Services Team consists of the contact center and specialized support teams assisting internal clients, external clients, and corporate stock option participants across multiple channels. We are a driven and diverse team with over 300 people working in close partnership with numerous WM functions to drive a best-in-class client experience. The Client and Field Services team mission is to create an excellent client and field experience through inclusive partnerships, the collective knowledge of the team and identification of opportunities to drive business decisions. Your expertise 8+ years Quality Program leadership experience Passion for learning, client experience, and operational change Excellent problem solving and analytical skills, meticulous, and effectively work with cross-functional team Initiative-taking, ambitious and hard-working Strong communicator that possesses excellent verbal and written skills Effective presentation skills across all organizational levels Team player that can contribute within a highly collaborative team setting Highly organized and have the willingness to remain responsive Advanced Microsoft Excel and PowerPoint Experience with Quality tools such as Nice / Nexida SA/TA experience CCaaS transition and Agile Project Management experience a plus Bachelor’s degree or equivalent About us UBS is the world’s largest and the 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 reach and the breadth of our expertise set us apart from our competitors. We have a presence in all major financial centers in more than 50 countries. Join us At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs. From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact? Contact Details UBS Business Solutions SA UBS Recruiting Disclaimer / Policy statements UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. #J-18808-Ljbffr UBS

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