E*Trade - Quality Assurance Specialist

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our custom e rs first.
In 2020, ETRADE joined Morgan Stanley, signaling a major industry shift that brought Wall Street and Main Street together more than ever before. As ETRADE\u2019s parent company, Morgan Stanley plays an important role in expanding what we can offer to investors, though E*TRADE still functions as an independent entity.
The Quality Assurance Specialist monitors, trains and coaches team members as well handles daily monitoring and evaluation of customer interactions. The QA Specialist ensures accuracy of information and quality of delivery by monitoring telephone calls, Chat, and email customer interactions while recommending improvements.
The Quality Assurance Team identifies trends and improvement opportunities on an individual, team and call center level with the objective of improving customer experience, satisfaction, accuracy, compliance, first contact resolution, and adherence to customer interactions expectations.
RESPONSIBILITIES

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• Performs call, secure message, and interaction monitoring (remote, side by side)
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• Provides behavior trend data to leadership
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• Collaborates with Managers to coach and develop service excellence
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• Participates in calibration meetings within team and with Managers and Team Leads
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• Participates in customer and client listening programs to identify customer needs and expectations
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• Provides actionable data to various internal support groups as needed
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• Provides feedback to call center team leaders and managers
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• Document internal audits and other Quality Assurance activities
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• Analyze data to identify areas for improvement in the quality system
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• Identify training needs and organize training sessions to meet quality standards
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• Take inbound calls and attend to customer requests and inquiries as needed

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• Series 7 and 63 required

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• Knowledge of Knoahsoft Quality application
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• Prefer broad knowledge of E*TRADE with background in Stock Plans, Tax and Retirement, Complex trading or Specialty Team trained
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• Knowledge of MS Office Suite, with strong Excel Skills
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• 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
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• Positive and professional customer service attitude and work ethic
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• Outstanding oral and written communication skills
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• Complete understanding of the securities industry, including equity and option trading, and a thorough understanding of advanced product information.
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• Outstanding problem resolution, troubleshooting and training skills
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• Exceptional experience, knowledge and skill level in a defined area of expertise
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• Ability to work flexible shift assignments and additional hours as required when business needs dictate
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• Demonstrated knowledge of E*TRADE policies and procedures