Rep, Call Center Quality

Job Description

Call Center Quality - S2 Under little supervision, analyzes the quality of service provided to clients by call center agents by listening to and scoring a selection of recordings. Accurately uses call quality monitoring vendor scoring standards and Bank standards when scoring moderately complex calls and delivers scores on time for agents to review. Listens to a selection of moderately complex call center agent interactions with clients and accurately scores calls using the appropriate vendor scoring system. Assists with development of training reports to determine where agents are excelling and where there are areas for improvement. Develops reports for Client Services on agent achievement of internal minimum expectations. Escalates identified errors to more senior level team members. Assists with completion of trend reports to identify commonly missed areas and report on findings. No direct reports. Responsible for the quality and completion of own work. 


High school/secondary school or the equivalent combination of education and experience is required. Bachelors degree preferred. 1-2 years of total work experience preferred. Experience in call center client services within the securities or financial services industry preferred.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-King of Prussia
Internal Jobcode: 70265
Job: Asset Servicing
Organization: Transfer Agency Operations US-HR08946
Requisition Number: 1916760