Banking Quality Analyst — Compliance & Process Excellence

Bank of America; Fort Worth (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Bank of America seeks a Quality Analyst to monitor and evaluate inbound/outbound calls, chats, and case reviews, ensuring regulatory compliance and high-quality service. You will document issues, provide feedback, and support education for staff and clients as needed.

The role emphasizes applying internal standards, identifying process improvements, and collaborating with business partners to drive quality and efficiency.

Qualifications

• Must meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision making.
• Effective comprehension and listening skills.
• Strong time management and workload ownership with strict time adherence.

Responsibilities

• Evaluates calls, transactions or cases to ensure adherence to processes and standards.
• Documents quality issues and performance measures for management review with recommended actions.
• Applies knowledge of internal and regulatory standards to measure compliance in the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.

Skills

Quality Assurance

Monitoring & Testing

Investigation Management

Risk Management

Attention to Detail

Written Communications

Problem Solving

Time Management

Excel (formulas)

MS Word/PowerPoint

Education

High School Diploma / GED

Tools

MS Excel

MS Word

PowerPoint

MS Edge or Chrome

Job description

Bank of America seeks a Quality Analyst to monitor and evaluate inbound/outbound calls, chats, and case reviews, ensuring regulatory compliance and high-quality service. You will document issues, provide feedback, and support education for staff and clients as needed.

The role emphasizes applying internal standards, identifying process improvements, and collaborating with business partners to drive quality and efficiency.