Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Call Center Quality Analyst Senior within PNC's Retail Distribution organization, you may be based in a remote location. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Work schedule: Monday through Friday 6:00am EST to 5:30pm EST (Will be scheduled for an 8 hour shift during this time frame)

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Supports the Call Center by monitoring the competence, performance and compliance of consultants.
• Reviews the most complex recorded calls or correspondence/chat on a monthly basis and evaluates them based on the predetermined set of core competencies.
• Calibrates calls with business partners to ensure a consistent approach to the call monitoring evaluations.
• Provides trending analysis monthly to team leaders to assist them in identifying coaching opportunities.
• Produces monthly reports to ensure work assignments are completed and gathers trending information for use in team leader conversations.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Competencies

Analytical Thinking, Coaching Others, Customer Interaction, Customer Support Pol