_JOB DESCRIPTION_

TheQuality Assurance Managermonitors, trains, and coaches a team of QA Analysts that manage daily monitoring and evaluation of customer interactions. The QA Team ensures accuracy of information and quality of delivery by monitoring telephone calls, chat, and email customer interactions while recommending improvements. Primary duties will also include understanding of QA data and reporting to pinpoint improvement opportunities to improve the customer experience.

_RESPONSIBILITIES_

1.* *QA Team Oversight

· Develop and implement programs to improve monitoring and evaluating QA Reviews

· Conduct audits of QA Reviews

2.* *Data-Driven Analysis

· Assist in development and execution of reporting for initiatives, leveraging data quality tools and techniques to identify trends, patterns, and opportunities for improvement.

· Collaborate with cross-functional teams to gather and analyze customer feedback, utilizing this data to inform strategic decisions and process improvements.

3.* *Performance Metrics and Reporting

· Define and track Key Performance Indicators (KPI) related to QA, create detailed reports and dashboards to provide insights to leadership and stakeholders.

· Establish and maintain regular reporting mechanisms to communicate QA metrics, trends, and improvement opportunities.

4.* *Process Improvement and Innovation

· Collaborate with cross-functional teams to identify and implement process improvements and enhance the overall customer experience.

· Drive innovation within customer service delivery through the development and execution of data-driven projects aimed at optimizing workflows and enhancing the customer the experience.

5.* *Identify training needs and organize training sessions to improve QA Team skillset.

_QUALIFICATION_* */(//PREFERRED)/

//

· Expert Knowledge of Knoahsoft, NICE, or Genesys applications

· Knowledge of Tableau, MS Office Suite, with strong Excel Skills

· 5 years of customer service experience with demonstrated leadership history and communications skillset to organize and lead meetings, deliver presentations, and to coach and mentor representatives.

· Ability to multi-task, prioritize and excel in a fast-paced, deadline driven environment.

· Create a positive work environment and maintain strong employee relationships.

· Proven ability to identify areas of improvement and implement solutions.

· Strong understanding of quality measurement and quality enhancement methods

· Excellent presentation and communication (oral and written) skills.

· Ability to network and establish relationships across the Firm, including senior management.

· Strong organizational skills, attention to detail, and excellent follow-up skills

· Self-motivated with the ability to work autonomously and succeed in a team environment.

· Demonstrate proficiency in using the Microsoft Office 2010 suite (Word, PowerPoint, and Excel)

• *

EOE M/F/D/V Committed to Diversity

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize 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.

Job: *Wealth Management

Title: Director - Quality Assurance

Location: Non-Japan Asia-India-India-Mumbai (MSA)

Requisition ID: 3251084