QA Risk Analyst - Global Service Desk

Main Location
New York City, NY, United States
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Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. As a market leader, the talent and passion of our people is critical to our success.

Department Profile
Workplace Support Services (WSS) is a dynamic and fast-paced area within the firm's Enterprise Technology & Services division. We are responsible for delivering high quality technology solutions and support functions to over 85,000 end users. These end-user technology services ensure users across the firm can perform their job efficiently with minimal to no interruption.

Position Description
The WSS IT Service Desk is hiring a quality and risk assurance team to support a new in-house service desk. The main responsibility of the team will be to track the quality of the service desk agents and work with the team leaders where coaching is needed.. They will also be responsible for identifying and tracking and risk related issues.

Job Functions/Duties and Responsibilities:
Analyse call recordings/tickets and customer feedback and use the results to:
Maintain scorecards for agents and Service Desk
Identify areas of quality improvement
Identify any risks as a result of using improper process
Follow up on poor customer satisfaction scores
Create management reporting
Share the results with the team leads for individual coaching
Work together with the continuous improvement team on initiatives to improve quality
Conduct penetration testing of the helpdesk to identify risks of social engineering

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QA Risk Analyst - Global Service Desk
Morgan Stanley Technology