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. High school/secondary school or the equivalent combination of education and experience is required. Qualifications 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 is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Primary Location: United States-Massachusetts-Westborough Internal Jobcode: 70264 Job: Asset Servicing Organization: Global Transfer Agency And AIS-HR12844 Requisition Number: 2111280