Inter.Rep, Call Center Quality
Posted on: 12 Mar 2021
Westborough, MA
Job Description
Call Center Quality - S3 Independently 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 complex calls and delivers scores on time for agents to review. Listens to a selection of complex call center agent interactions with clients and accurately scores calls using the appropriate vendor scoring system. Develops training reports to determine where agents are excelling and where there are areas for improvement. Participates in monthly coaching and feedback sessions for agents and provides guidance on how to improve and eliminate demonstrated errors. Develops and delivers reports to Client Services on agent achievement of internal minimum expectations. Reviews reports from more junior team members. Escalates identified errors to more senior level team members. Runs trend reports to identify commonly missed areas. Reports on findings and ensures errors are communicated to and addressed by the call center team. May do desk-drops of information to help correct commonly occurring errors. No direct reports. May assist more junior team members as needed. Responsible for the quality and completion of own work.
Qualifications
High school/secondary school or the equivalent combination of education and experience is required. Bachelors degree preferred. 2-3 years of total work experience preferred. Experience in call center client services within the securities or financial services industry preferred.
BNY Mellon
New York, New York
The Bank of New York Mellon Corporation provides a range of financial products and services to institutions, corporations, and high net worth individuals in the United States and internationally. The company operates through two segments, Investment Management and Investment Services. It offers investment management, custody, foreign exchange, fund broker-dealer, collateral and liquidity, clearing, corporate trust, global payment, trade finance, and cash management services, as well as securities finance and depositary receipts. The company also provides mutual funds, separate accounts, and wealth management and private banking services; and trust and registered investment advisory services. In addition, it engages in leasing, corporate treasury, derivative and other trading, corporate and bank-owned life insurance, renewable energy investment, and business exit activities. The Bank of New York Mellon Corporation was founded in 1784 and is headquartered in New York, New York.
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IndustryBanking/Financial Services
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No. of Employees49,800
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Website
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Jobs Posted1742
