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Job Title: Service Quality Specialist
Job Location: NJ: Jersey City
Pay Rate: Open
Job Length: full time
Start Date: 2008-09-19

Company Name: E*TRADE Group
Contact: Human Resources
Phone: email only please
Fax: email only please

Description: Service Quality Specialist Location Jersey City, NJ, US Organization Name Etrade Financial Corporation Company Overview In 1983, the first online trade was placed using early E*TRADE technology. Today, E*TRADE FINANCIAL is a global financial leader, delivering value and innovation to millions of customers in more than 40 countries worldwide. We are looking for dynamic, highly energized risk-takers who are ready to join a fast-paced, world leader in the financial services industry. We move at the speed of the Internet. Our work culture fosters an incredible exposure to innovative ideas and challenges that create experience and opportunity. Many have risen through the organization to become industry leaders, in both the financial services world and in the community at large. E*TRADE is made up of some of the brightest and most talented people in the industry - are you ready to join the industry leader? Detailed Description

ONLY INTERNAL APPLICANTS WILL BE ACCEPTED Service Quality Specialists are responsible for monitoring and assessing compliance to the E*TRADE FINANCIAL Customer Experience Guidelines for all Financial Service Representatives (FSR). They conduct call monitors, provide feedback to the management team, and facilitate call calibration sessions for call center staff. TheQuality Team identifies trends and improvement opportunities on an individual, team, and call center level with the objective of improving customer satisfaction, accuracy, compliance, first contact resolution, and adherence to customer treatment expectations.

ESSENTIAL FUNCTIONS:

Review FSR calls and emails . Facilitate calibration meetings with Quality and FSR teams for quality review consistency . Analyze and report on quality scores and trends . Special quality-related projects and initiatives . Attend FSR team meetings to facilitate discussions, introduce new quality standards or updates, facilitate FSR question and answer sessions, and facilitate quality-related workshops and/or training modules . Proactively identify opportunities to improve the customer experience and reduce escalations through root-cause analysis and recommendation and implementation of improvement initiatives * Collaborate with Quality Team to identify differences in performance between call centers and identify opportunities for improvements and best practices Job Requirements * Series 7 & 63 Licensesrequired for internal and external candidates * 6 months experience as a Financial Service Representative (FSR) within Customer Service (internal candidates) * Demonstration of sustained quality as an FSR (internal candidates) * 2 years experience in a call center environment (external candidates) * 1 year experience as a quality assurance representative (external candidates) * Ability to set and achieve goals, maintain high productivity, and work efficiently and independently * Integrity and the ability to handle sensitive information and maintain confidentiality * Excellent listening, written and verbal communication skills * Effective conflict resolution and problem solving skills * Outstanding interpersonal skills * Strong attention to detail * Flexible; adjust well to change * Proactive; ability to anticipate team/contact center/management needs * Ability to communicate clearly and concisely, both orally and in writing * Demonstrated PC skills including MS Word, Excel, and PowerPoint * Strong analytical and troubleshooting skills with the ability to work independently and make decisions * Must have a bachelorâ• Ts degree or equivalent business experience. * Ability to travel to remote sites when needed * Six Sigma Greenbelt Certification (external candidates) * Experience with call monitoring software Additional Details We offer a competitive and comprehensive benefits package. Please visithttps://us.etrade.com/e/t/career/benefitsto learn more about the opportunities.

E*TRADE FINANCIAL is an EQUAL OPPORTUNITY EMPLOYER Maximum Salary Salary Type

Recruiter Details

Recruiter Name Quinn, Mr. David Email david.quinn@etrade.com Work Telephone 201-499-6263

Please refer to Job code etrade-12593 when responding to this ad.

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