Client Experience Quality Analyst (Associate)

Bank Of New York Mellon; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Bank of New York Mellon in Atlanta seeks a Quality Management – IC1 to analyze and monitor client quality results across the firm, delivering clear metrics to partners, client service, and senior management. You will consult with internal teams to improve quality and efficiency, use VOC insights, and perform initial data analysis to support policy decisions in a fast‑paced financial environment.

This independent role requires strong data literacy, attention to detail, and collaboration with

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 0–3 years of total work experience preferred.
• Experience in trading or brokerage preferred.

Responsibilities

• Consult with internal and external clients on improving quality and efficiency of firm systems, products, and platforms.
• Utilize Voice of Client (VOC) to discern best practices for enhancing client experience.
• Conduct first‑level analysis of data and reports to assess client service quality across the business unit.
• Perform market research and supply data required by senior professionals for policy and practice decisions.
• Collect data on industry norms regarding client interactions and provide input to improve the client experience.
• Direct third‑party vendors in gathering, organizing, and synthesizing client quality data.
• Work without direct reports (independent role within team).

Education

Bachelor's degree or equivalent combination of education and experience

Job description

Bank of New York Mellon in Atlanta seeks a Quality Management – IC1 to analyze and monitor client quality results across the firm, delivering clear metrics to partners, client service, and senior management. You will consult with internal teams to improve quality and efficiency, use VOC insights, and perform initial data analysis to support policy decisions in a fast‑paced financial environment.

This independent role requires strong data literacy, attention to detail, and collaboration with